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Communication and response management reporting dashboard

Communication and response management reporting dashboard. December 2009. switched-on reporting. December 09. Exchanges switched-on. REPORT 38. This Month. Cumulative. %. 0. 13. 0. Website. This Month. Cumulative. 100%. 100%. Website availability %. Welsh. Welsh. 9,493.

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Communication and response management reporting dashboard

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  1. Communication andresponse management reporting dashboard December 2009

  2. switched-on reporting December 09 Exchanges switched-on REPORT 38 This Month Cumulative % 0 13 0 Website This Month Cumulative 100% 100% Website availability % Welsh Welsh 9,493 477,108 Number of visits 6,034 Top 20 Countries this month (visits to website) 15 86% 77% SplitResidential % United Kingdom – 4,457 United States – 3,724 China - 539 N/A - 257 Germany - 49 Italy - 37 Australia - 37 India - 32 Indonesia – 27 Japan - 23 France - 20 United Arab Emirates - 14 Singapore - 14 Spain - 14 Taiwan - 13 Ireland - 13 Hong Kong - 12 Poland - 11 Netherlands - 11 Korea, Republic of - 10 9% 14% SME % 5% 9% Corporate % 00:06:24 00:04:39 Average dwell time Average number of pages visited 6 9 Total number of online searches Total 6 65,161

  3. December 09 REPORT 38 switched-on Website Traffic

  4. December 09 Exchanges switched-on REPORT 38 This Month Cumulative % 0 13 0 switched-on reporting Call Centre This Month Cumulative This Month Cumulative Total no. of searches (Operator & IVR) 00:00:12 0 0 00:00:15 Average time call waiting 14 3,399 Emails recorded & white mail received Total number of calls (Operator & IVR) 1 259 Volume Volume 100% 79% SplitResidential % 14 2,701 Top reasons to call 0% 10% SME % 0 343 • Migration date 3% 0% Corporate % 0 88 0% 8% CP’s % 0 267 2 2,113 IVR only This Month Cumulative 21 1,286 No. of live operator calls only No. of emails/ white mail/info despatched 259 1 98% 100% % of calls resolved on first contact Welsh speaker requests 0 0 22 0 Calls forwarded from CP’s 00:00:56 00:01:47 Average call duration

  5. December 09 REPORT 38 switched-on Call Centre Traffic

  6. December 09 Exchanges switched-on REPORT 38 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 - - - - Awareness % Poster - - 0 0 Reach % of total Households Direct Mail - - Information Pack SME This Month Cumulative - - Word of Mouth 0 8500 Customers reached via DM - - Other - - Awareness % 0 0 Reach (% of Total SME’s)

  7. December 09 REPORT 38 Google Analytics v Smarter Stats At the monthly level the Google Analytics (GA) figures are consistently lower than the Smarter Stats (SS) figures. Note that GA tagging began on 3 Sept, which explains why the difference is slightly greater in Sept.

  8. Executive summary December has been a very quiet month due to public holidays The small volume of calls are enquiring about migration dates Regionality of calls will be reported on in January dashboard Web visits remain consistent with low traffic volume as expected in a non - migrations period The ratio difference between Smarter Stats and Google analytics remains roughly constant

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