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Enhancing Call Center Efficiency: A Comprehensive Data Analysis for Time Warner Cable

This report examines the operational strengths and weaknesses of the National Call Center in Buffalo, NY, focusing on multiple regions and call types. Our objective was to utilize quantitative measures to assess employee work efficiency and generate meaningful reports that enhance organizational structure. Key reports include call volume by date, employee performance, and regional analyses. The transition to Access for data management significantly improves information extraction and reduces search times for employee and call metrics. This systematic approach aids in displaying productivity across all teams and regions.

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Enhancing Call Center Efficiency: A Comprehensive Data Analysis for Time Warner Cable

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  1. MGS 351Team 2 Nicholas Buckley Anna Gwak Kwanghyuk Kim Xi Shi Andrew Yates

  2. Time Warner Cable • National call center in Buffalo, NY • Covers multiple regions and call types • Several supervisors each with a team of employees

  3. Objective • Identify strength and weaknesses within the call center using quantitative measures. • Identify and have an overview of the employee’s work efficiency • Build meaningful reports that can help better organize the company

  4. Reports • Call by Date • Calls by Employees • Calls by Line • Calls by Region • Team Average

  5. Forms • Calls Shows average time calls • Supervisors and Employees Organizes which employees are under which supervisors.

  6. Conclusion • Transferring all the data from spreadsheet to Access helps to extract the information more efficiently. • It also cuts down real time when it comes to searching for employees and call time information. • Lastly, the reports are grouped together which helps to display the productivity of each regions, employees, and teams.

  7. Questions?

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