BRE Australia
CSC Performance jan - july 2015
Inbound contacts per month
jun
71,797
may
63,610
apr
75,846
mar
63,562
feb
67,379
57,607
54,811 jan
jul
CONTACTS
per SHIFT
67
65.4
73.80 mar
apr
may
54
feb
54
60.30
63.30 jan
jun
jul
CONTACT WAIT TIME 50 40
42 40
in seconds
47 40
30
39
38
SLA CHAT BENCHMARK
20
SLA CALL BENCHMARK
15
37
29 20
17
20
11
10 jan
feb
mar
apr
may
19 9
jun
9 jul
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%
1.5% 0.5%
0.4%
0.8%
0.3%
4 3 0.9%
0
jan
feb
mar
apr
may
jun
jul
bottom line 5
focus
monthly csc average
4
3
2
2.9 2.83 2.5
3.5
3.7
4 3.4
1
jan
feb
mar
apr
may
jun
jul
effectiveness
and delivery
5
4
3
4
4
3.01 2.9
3
3
may
jun
2
2.7
1
jan
feb
mar
apr
jul