Average Calls per Day

About

Average Calls per Day is a staff performance metric which examines how many phone calls are being placed on average per day. Whilst the quality of Calls placed should be prioritised over sheer volume, a higher Average Calls per Day is desired when there exists a correlation between Call Volume and Revenue. It is useful to Analyse Average Calls per Day alongside Sales per Staff member in order to get a clearer picture of Staff Performance. Staff members who record a low Call Volume and low Sales should be encouraged to increase the number of Calls they place per day. Whereas Staff members who record a high Call Volume and low Sales may require further training to increase the quality of their Calls.

Making the KPI

Step One

Average Calls per Day can be calculated by importing the following as non-financial information:

  1. The number of calls each employee has made per day
  2. The total number of calls made by the entire team

These values can be uploaded in the same data, using the Parent and Child sections of the table, with the Child category used for the staff member’s name:

Screen Shot 2017-06-22 at 14.53.42

Step Two

You can calculate Average Calls per Day by dividing the number of Calls made by the Staff member or overall by the number of days in the selected reporting period. For example, if you wanted an average over a five day week, you would firstly need to set the Card to show a week of data:

Screen Shot 2017-06-22 at 14.58.51

With the Formula to show the data, you would add the Child Account, before dividing by five:

Screen Shot 2017-06-22 at 15.00.42

Step Three

The Formula can be repeated for each staff member, with a staff average added to compare how each member of the team performs against the team average:

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