Mag Chan | Dear all, I am a stupid person in IT area. My recent project is involving measuring the operator response on replying customers\’ inquiry. What I can think of is randomly select some operators and ask them to give me their reply to measure the total response time. Because of customer requirement, we need to submit our daily performance about how much% that we can meet the customer specification (say within 2 hours). So we cannot promptly response to the customer on this issue. Our inhouse IT department can only draw out the report on email sender, receipient, and subject only. But cannot match out each email responding to. Any genius can help? |
Nick @nmudd  Reputation - 22 Rank - Aluminum | I don’t have a good solution for you but it may be enough to spur your thoughts. Perhaps some others in this forum will be able to provide better ideas as well. I recently faced a similiar problem for phone calls (not emails). When the call center was unable to answer the call live they are required to respond to the voice message within a set period of time. Fortunately the call center had a very narrow focus so their weekly volume was small which allowed us to manually log the each voice message event in a spreadsheet (timestamp when the message was left and the timestamp when we returned the call) and compute the difference for every voice message left. Obviously this call center did not have the latest and greatest phone system and software either. The right technology would make a world of difference here. If your IT department could put the customer’s email address and timestamp of the email into separate fields on a spreadsheet all email sent/received then you could probably use the some spreadsheet formulas (i.e. the VLOOKUP command) to match an incoming email (i.e. customer request) to an outgoing email (i.e. your response to the customer) and then compute the time difference from the respective timestamps. Very manual and clunky way to do business but it may be better than nothing. This also assumes that each customer request will have a unique email address and only have a single request open at one time. I’m sure these assumptions wouldn’t be difficult to violate but if they hold true for 90-95% of your population it might be good enough. Nick |
Mag Chan | Thanks Nick. That’s about what the IT people helping to do. However, as said it cannot match 100% or even 90% confidence. Regarding with your call center case, it is very manual. I am glad that our current call centre phone system is advance enough to record the response time of even the return of the voice message….. |
