BSBCUE602-Case Study

Using the provided data, produce a daily report to outline the call centre's performance for the day.

To do so, define the key performance indicators and benchmarks that you will make comparisons against.Segment and sort the data into useful categories such that it is used to produce meaningful information. In your report, outline your findings, recommendations and processes used to ensure data and information accuracy and integrity.Your report should show that you have:

• Monitored and optimised customer contact information using a management information system
• Selected and set activity and transaction records and measurements and developed testing procedures
• Monitored qualitative and quantitative data against the organisational standards to ensure it is accurate and correctly segmented or sorted
• Analysed and interpreted data for trends and patterns
• Prepared and presented both short-term and long-term call centre data to stakeholders
• Developed, used, analysed and managed information systems to provide reliable and appropriate information and reporting to support the effective operation of a customer contact environment.