Jan-June 2017 Communication Centerr
Published on Jan 26, 2016
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MORE DECKS TO EXPLORE
PRESENTATION OUTLINE
2017 Statistics
Van Michael Inbound Calls
Photo by mattlemmon
2016 vs 2017
Photo by mattlemmon
Van Michael Call Volume Decrease
I did the number of calls instead of percentage because it's only a 1% increase. 13000 more call would make a bigger impact I think... Let me know if you would like me to change it.
Location % of Total Call Volume
Online Booking
Online Booking Jan-June 2017
Online Booking 2017
Employee Mobile Booking App
EMBA Booked Jan-june 2017
EMBA Booked Jan-june 2017
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:22
Average Speed of Answer 2017
Average Speed of Answer 2016 vs 2017
4.7%
Average Abondoned Calls 2017
Abandoned Calls 2016 vs 2017
Grade of Service
79%
Grade of Service Jan-June 2017
3% DECREASE
$32,900
Upselling Contests Jan-June 2017
Staffing
9 Full-Time
8 Part-Time
Fully Engaged 8
Inconsistently Engaged 9
Actively Disengaged 0
2017
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Lords & Ladies : Staffs Call Center with current staff from Guest Services team and only hires new staff for retail/floor positions.
Neroli Salons : Promotes those with the most experience from each location up into the Call Center and utilizes those people as the location expert.
Scott Miller : Starts all Guest Services on the floor then promote to Call Center. Training starts with a daily 2 hour rotation on the phones.
Centre Salons : Does not hire "off the streets for the Call Center." They choose the "best" Guest Service member at each location to staff their call center.
Promote Up to Communication Center
- Already established relationship and trust with service providers
- Has a better understanding of the daily operations in the salon
- More familiar with retail items
Promote Up to Communication Center
- Clear path to management
- Reduction in booking errors and misinformation
- Familiar with Service Providers, their work and services offered
