Review the previous months performance data, please identify problems and opportunities.

METRIC	DEFINITION
Ageing (%)	% of unsolved contacts older than 7 days
Chat	Contacts initiated over chat
Chat Wait Time (seconds)	Time taken to connect with a team member on chat
Contact Ratio (%)	Contacts vs order volume
Cost Per Contact	Total CS Costs / Total Contact Volume
Customer Satisfaction (%)	Good customer ratings vs total (good + bad) customer ratings
Email	Contacts initiated over email
Email First Response Time (hours)	Time taken to reply to a new email
First Touch Resolution (%)	% of contacts solved on the first contact
Follow Up (%)	Customers who contact on a new ticket to chase an already open ticket
Order Volume (#)	Total # of orders placed
Productivity (/hr)	Number of contacts solved per hour
Resolution Time (hours)	Time taken from initial contact to solving contact
Response Rate (%)	Customer replies / original contact
Social	Contacts initiated over social media
Total Contacts (#)	Total # of customer inquiries received (includes initial contact + any customer replies + follow ups)
Unique Contacts (#)	Total # of customer inquiries received (measures unique cases/issues through initial contact only)

TOP 15 CONTACT DRIVERS Contact Volume Unique Contact Contact Ratio (unique) Ratio MoM change Item Arrived Faulty 2,027 0.81% -0.2pp Late Delivery 2,011 0.80% 0.3pp Shipping Address Change 1,878 0.75% 0.Opp Delivery Update 1,831 0.73% 0.2pp Return Label Assistance 1,502 0.60% -0.3pp Stock Enquiry 1,414 0.57% -0.2pp Promotion Terms & Conditions 1,163 0.47% -0.1pp Item/Order Cancellation 1,027 0.41% 0.Opp Over 30 Days Return Request 974 0.39% -0.2pp Return Follow up - Delivered, Not Processed 856 0.34% -0.6pp How to - Order/Checkout 850 0.34% 0.Opp How To Initiate Return 820 0.33% -0.2pp Parcel Marked Delivered Is Missing 725 0.29% -0.1pp Price Match Request 481 0.19% -0.1pp Late Dispatch From Warehouse 431 0.17% 0.Opp METRICS Nov-20 Target Variance Customer Satisfaction 85% 90% -6% Email 76% 90% -16% Chat 89% 90% -1% Social 85% 90% -6% Resolution Time (hours) 45 24 88% Email 78 24 225% Chat 23 24 -4% Social 27 24 13% Chat Wait Time (seconds) 85 60 42% Email First Response Time (hours) 20 12 67% First Touch Resolution 80% 80% 0% Follow Up 18% 20% -10% Ageing % 9% 5% 80% CUSTOMER SERVICE VOLUMES Nov-20 Budget Variance Total Orders 250,000 250,000 0% Total Contacts 47,500 63,000 -25% Total Contact Ratio 19.0% 25.2% -25% Unique Contacts 25,000 30,000 -17% Unique Contact Ratio 10.0% 12.0% -17% Cost Per Contact $6.05 $5.08 19% CUSTOMER SERVICE COSTS Nov-20 Budget Variance TOTAL COSTS $287,500 $320,000 -10% Labour FTE $255,000 $275,000 -7% SYD - permanent $150,000 $150,000 0% SYD - casual $30,000 $50,000 -40% PH - permanent $75,000 $75,000 0% Other costs $32,500 $45,000 -28% Licensing $32,000 $40,000 -20% Talk Credits $500 $5,000 -90% Name Overall Productivity Email Productivity Chat Productivity Social Productivity Total Productive Hours Targets 10 8 10 7 Agent 1 6.14 4.79 12.01 6.63 131.71 Agent 2 8.73 8.02 7.52 0 126.52 Agent 3 8.12 6.77 8.8 0 126.05 Agent 4 8.67 3.98 9.3 6.33 123.17 Agent 5 8.33 3.59 11.93 4.57 117.71 Agent 6 4.67 1.79 5.42 0 115.97 Agent 7 5.14 3.22 13.15 0 107.65 Agent 8 6.35 2.81 7.8 2.9 95.79 Agent 9 7.24 1.91 12.73 0 89.34 Agent 10 3.89 2.8 8.51 0 80.21 TOP 15 CONTACT DRIVERS Contact Volume Unique Contact Contact Ratio (unique) Ratio MoM change Item Arrived Faulty 2,027 0.81% -0.2pp Late Delivery 2,011 0.80% 0.3pp Shipping Address Change 1,878 0.75% 0.Opp Delivery Update 1,831 0.73% 0.2pp Return Label Assistance 1,502 0.60% -0.3pp Stock Enquiry 1,414 0.57% -0.2pp Promotion Terms & Conditions 1,163 0.47% -0.1pp Item/Order Cancellation 1,027 0.41% 0.Opp Over 30 Days Return Request 974 0.39% -0.2pp Return Follow up - Delivered, Not Processed 856 0.34% -0.6pp How to - Order/Checkout 850 0.34% 0.Opp How To Initiate Return 820 0.33% -0.2pp Parcel Marked Delivered Is Missing 725 0.29% -0.1pp Price Match Request 481 0.19% -0.1pp Late Dispatch From Warehouse 431 0.17% 0.Opp METRICS Nov-20 Target Variance Customer Satisfaction 85% 90% -6% Email 76% 90% -16% Chat 89% 90% -1% Social 85% 90% -6% Resolution Time (hours) 45 24 88% Email 78 24 225% Chat 23 24 -4% Social 27 24 13% Chat Wait Time (seconds) 85 60 42% Email First Response Time (hours) 20 12 67% First Touch Resolution 80% 80% 0% Follow Up 18% 20% -10% Ageing % 9% 5% 80% CUSTOMER SERVICE VOLUMES Nov-20 Budget Variance Total Orders 250,000 250,000 0% Total Contacts 47,500 63,000 -25% Total Contact Ratio 19.0% 25.2% -25% Unique Contacts 25,000 30,000 -17% Unique Contact Ratio 10.0% 12.0% -17% Cost Per Contact $6.05 $5.08 19% CUSTOMER SERVICE COSTS Nov-20 Budget Variance TOTAL COSTS $287,500 $320,000 -10% Labour FTE $255,000 $275,000 -7% SYD - permanent $150,000 $150,000 0% SYD - casual $30,000 $50,000 -40% PH - permanent $75,000 $75,000 0% Other costs $32,500 $45,000 -28% Licensing $32,000 $40,000 -20% Talk Credits $500 $5,000 -90% Name Overall Productivity Email Productivity Chat Productivity Social Productivity Total Productive Hours Targets 10 8 10 7 Agent 1 6.14 4.79 12.01 6.63 131.71 Agent 2 8.73 8.02 7.52 0 126.52 Agent 3 8.12 6.77 8.8 0 126.05 Agent 4 8.67 3.98 9.3 6.33 123.17 Agent 5 8.33 3.59 11.93 4.57 117.71 Agent 6 4.67 1.79 5.42 0 115.97 Agent 7 5.14 3.22 13.15 0 107.65 Agent 8 6.35 2.81 7.8 2.9 95.79 Agent 9 7.24 1.91 12.73 0 89.34 Agent 10 3.89 2.8 8.51 0 80.21