BRE Australia
CSC Performance Jan - April 2015
Inbound contacts per month
mar
63,562
feb
67,379
57,607
54,811 jan
apr
CONTACTS
per SHIFT
73.80 63.30
jan
65.4
60.30
feb
mar
apr
CONTACT WAIT TIME
in seconds
60 50 40
42 40
47 40 39
38 29
30 20
17
10
jan
feb
mar
apr
SLA CHAT BENCHMARK
20
SLA CALL BENCHMARK
15
abandon rates 10
7.5% 5
4.3%
4.1%
SLA CHAT BENCHMARK SLA CALL BENCHMARK
1.2%
1.3%
1.6% 0.8%
0.6%
mar
apr
0
jan
feb
4 3
bottom line 5
4
3
focus
monthly csc average
2.5
3.5
2.83
2.9
feb
mar
2 1
jan
apr
effectiveness 5
4
3
2.9
and delivery
4
4
mar
apr
3.01
2 1
jan
feb