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Ranking system contact center

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    Lightbulb Ranking system contact center

    Good evening excel Gods:
    So I'm trying to motivate my associates by doing a fun activity for the month of November. I'm planning to do a spreadsheet (if it is online it will be better, like a google spreadsheet) or excel it's fine in which I'll rank everyone based on their metrics. I work at a contact center and the one of the best ways to motivate your team is with competition. So If I have a spreadsheet in which I could score up a ranking for each associate and display it on a big screen they will tryhard to get those bonuses by the end of the month. I'm requesting some assistance in here to get this project started.

    So I have 12 associates that I need to rank. There will be a some metrics that I will take in consideration in order to rank the team.

    Metrics:
    1. Productivity (The most important metric) = Cases closed per week (can be measured like this: cases closed by day must be 40, every day associates work 8 hours meaning that they have to clear over 5 cases per hours worked. At the end of the week I count the hours worked and divide the total of hours work / cases closed) Productivity is measured from 0-5 with zero as the lowest score and 5 the highest.


    2. Quality(second most important) = Quality is measured from 0% to 100%

    3. CSAT(Third most important) = CSAT is the average scores of surveys received measured from 0%-100%

    4. AHT (Average handling time) = This one the goal must be 09:59 (9minutes 59 seconds) if you are above that number you don't reach goal. The associate must be below 09:59 in order to reach target.

    5. Tier 1 error: IF you have this type of error you automatically loose 3 positions in the ranking board

    Those are the 5 metrics (columns) that I need. I understand that people use Vlookup in order to complete this type of tables but I'm not sure how can I do it. Is there any excel God in here that can help me?


    Best regards,

    Erick G.

  2. #2
    Forum Moderator AliGW's Avatar
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    Re: Ranking system contact center

    Welcome to the forum!

    This feels more like a brief for a whole solution than a cry for help ...

    Will you please attach a sample Excel workbook?

    1. Make sure that your sample data are REPRESENTATIVE of your real data. The use of unrepresentative data is very frustrating and can lead to long delays in reaching a solution.

    2. Make sure that your desired results are also shown (mock up the results manually).

    3. Make sure that all confidential data is removed or replaced with dummy data first (e.g. names, addresses, E-mails, etc.).

    4. Try to avoid using merged cells as they cause lots of problems.

    Unfortunately the attachment icon doesn't work at the moment, so to attach an Excel file you have to do the following: just before posting, scroll down to Go Advanced and then scroll down to Manage Attachments. Now follow the instructions at the top of that screen.

    Please pay particular attention to point 2 (above): without an idea of your intended outcomes, it is often very difficult to offer appropriate advice.
    Ali


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    Re: Ranking system contact center

    Good evening AliGW, and thanks for your prompt reply. I was about to upload a sample excel file of the metrics but I was not able to attach it. Following your instructions here is the file.
    Attached Files Attached Files

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    Forum Guru Bo_Ry's Avatar
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    Re: Ranking system contact center

    Please see attached, in column O and P.
    I'm not sure how would you rate if QA and CSAT Score less than 85%

    As Ali said 2. Make sure that your desired results are also shown (mock up the results manually).
    Attached Files Attached Files

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    Re: Ranking system contact center

    Bo_RY thanks for your quick reply as well. Sorry for the delay but attached you will find how you can rank them. Please check the comments and let me know if something is not clear for you. You have a very good idea and what you did is almost what I'm looking for. Since we are running with 5 metrics I will like to devide the weighted average like this:
    QA = 20 points at risk
    CSAT= 20 points at risk
    AHT= 10 points at risk
    Tier 1 errors: 25 points at risk
    Productivity: 25 points at risk

    I guess this is what you needed right? how to measure the things. I really appreciate your help in advance.

    Best regards,

    Erick G.
    Attached Files Attached Files

  6. #6
    Forum Guru Bo_Ry's Avatar
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    Re: Ranking system contact center

    Eric

    Please try Q11 for rank
    Formula: copy to clipboard
    Please Login or Register  to view this content.


    This part is for individual score.
    Formula: copy to clipboard
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