B2C –Call Center

Inbound Calls
February 2022

Private & Confidential

B2C – Covid Call Center Inbound Calls
Daily Call Volume January February
Values Change % Change
Last Week Last Week
Date Call Offer Call Answer Abandon
Call Offer 319 61 -258 -423%
01-Feb-22 21 19 2 Call Answer 306 59 -247 -419%
02-Feb-22 20 18 2 Abandon 13 2 11 550%
03-Feb-22 12 12 0 SL% 94.01% 91.38% -3% -3%
04-Feb-22 23 22 1 AL% 95.92% 94.83% -1% -1%
05-Feb-22 17 17 0 Total Abandon % 4% 5% 1% 21%
06-Feb-22 24 23 1 ACHT in Sec 246 234 -11 -5%
07-Feb-22 19 17 2
08-Feb-22 27 25 2
09-Feb-22 41 39 2
10-Feb-22 36 35 1
11-Feb-22 28 24 4
12-Feb-22 39 38 1
13-Feb-22 26 20 6
14-Feb-22 26 25 1
15-Feb-22 19 19 0
16-Feb-22 27 25 2
17-Feb-22 14 14 0
18-Feb-22 14 14 0
19-Feb-22 7 7 0
20-Feb-22 15 11 4
21-Feb-22 20 20 0
22-Feb-22 6 6 0
23-Feb-22 20 18 2
24-Feb-22 18 18 0
25-Feb-22 17 17 0
26-Feb-22 0 0 0
27-Feb-22 0 0 0
28-Feb-22 0 0 0
Grand Total 536 503 33
B2C – Covid Call Center Inbound Calls
Slot Call Offer Call Call Answer Within Abandon Abandon Within SL% AL% Total Abandon Abandon Beyond threshold ACHT in Sec
Answer threshold threshold % %
09:00 - 10:00 80 72 64 8 0 80.00% 90.00% 10% 10% 216
10:00 - 11:00 44 42 42 2 0 95.45% 95.45% 5% 5% 258
11:00 - 12:00 55 55 53 0 0 96.36% 100.00% 0% 0% 261
12:00 - 13:00 71 68 65 3 0 91.55% 95.77% 4% 4% 206
13:00 - 14:00 64 62 57 2 1 90.48% 96.88% 3% 2% 231
14:00 - 15:00 36 36 33 0 0 91.67% 100.00% 0% 0% 228
15:00 - 16:00 29 28 27 1 0 93.10% 96.55% 3% 3% 281
16:00 - 17:00 34 32 31 2 1 93.94% 94.12% 6% 3% 225
17:00 - 18:00 29 27 25 2 0 86.21% 93.10% 7% 7% 234
18:00 - 19:00 33 30 29 3 0 87.88% 90.91% 9% 9% 230
19:00 - 20:00 37 28 24 9 0 64.86% 75.68% 24% 24% 250
20:00 - 21:00 24 23 21 1 0 87.50% 95.83% 4% 4% 274
Grand Total 536 503 471 33 2 88.20% 93.84% 6% 6% 236

Slot Call Offer Call Call Answer Within Abandon Abandon Within SL% AL% Total Abandon Abandon Beyond threshold ACHT in Sec
Answer threshold threshold % %
18:00 - 21:00 31 27 25 4 0 80% 87% 13% 13% 251

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Private & Confidential

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