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Communication and response management reporting dashboard

Communication and response management reporting dashboard September 2009 September 09 Exchanges switched-on REPORT 35 This Month Cumulative % 0 13 0 switched-on reporting Website This Month Cumulative 100% 100% Website availability % Welsh Welsh 3,195 460,324

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Communication and response management reporting dashboard

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  1. Communication andresponse management reporting dashboard September 2009

  2. September 09 Exchanges switched-on REPORT 35 This Month Cumulative % 0 13 0 switched-on reporting Website This Month Cumulative 100% 100% Website availability % Welsh Welsh 3,195 460,324 Number of visits 6,016 Top 20 Countries this month (visits to website) 4 81% 77% SplitResidential % United Kingdom - 2,787 United States - 56 China - 35 India - 32 Czech Republic - 19 Germany - 18 n/a - 18 Australia - 15 Taiwan - 14 Brazil - 13 France - 12 Japan - 11 Russia - 10 Ireland - 10 The Netherlands - 9 Sweden - 9 Canada - 8 Italy – 7 Belgium - 7 Singapore - 7 12% 14% SME % 7% 9% Corporate % 00:06:42 00:02:00 Average dwell time Average number of pages visited 5 9 Total number of online searches 57,522 1 Residential 7,259 0 Business Total 1 64,781

  3. September 09 REPORT 35 switched-on Website Traffic

  4. September 09 Exchanges switched-on REPORT 35 This Month Cumulative % 0 13 0 switched-on reporting Call Centre This Month Cumulative This Month Cumulative Total no. of searches (Operator & IVR) 00:00:04 0 0 00:00:16 Average time call waiting 28 3,308 Emails recorded & white mail received Total number of calls (Operator & IVR) 6 249 Volume Volume 86% 78% SplitResidential % 24 2,579 Top reasons to call 7% 11% SME % 2 354 • Migration date 3% 0% Corporate % 0 93 7% 9% CP’s % 2 281 20 2,057 IVR only This Month Cumulative 8 1,251 No. of live operator calls only No. of emails/ white mail/info despatched 249 6 100% 100% % of calls resolved on first contact Welsh speaker requests 0 0 22 0 Calls forwarded from CP’s 00:01:57 00:01:47 Average call duration

  5. September 09 REPORT 35 switched-on Call Centre Traffic

  6. September 09 Exchanges switched-on REPORT 35 This Month Cumulative % 0 13 0 switched-on reporting Communication Methods Where did you hear about switched-on? Residential This Month Cumulative This Month Cumulative Customers reached via door drop (DM used to date) 0 63,000 - - Leaflet - - - 23% Awareness % Poster - - 0 0 Reach % of total Households Direct Mail - - Information Pack SME This Month Cumulative - - Word of Mouth 0 8.5k Customers reached via DM - - Other - - Awareness % 0 0 Reach (% of Total SME’s)

  7. Executive summary • Call volumes remain low as expected in a non- migrations period • However the small volume of calls are predominantly enquiring about migration dates • We have trialled Google analytics for September to see where web visitors have come from • BT, Direct and two consumer sites Samknows and Digitalspy are providing significant numbers of referrals • However we have also seen a drop in the number of people visiting the site. This is due to different reporting criteria between the two analytics packages • We recommend to run both analytics reports for the next three months and monitor both. We will use Google for this dashboard • We will make a recommendation on which package we will use at the end of that period.

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