Summary: The One and Done Dispositioner data was analyzed in hopes of finding ways to reduce the number of callers. It is directly related to the work done by the Repeat Call Analysts as it contains data where an agent has dispositioned a poorly handled contact by another agent, which in turn has resulted in a customer contacting AT&T Broadband more than once for a particular issue. .
Exceptions: The first part of the analysis was to remove the agent exceptions. I verified duplicate dispositions, submitted by the same agent, regarding the same OP ID, for the same phone number and reason. This allowed me to remove some 644 One and Done dispositions. The current breakdown of agent exceptions in the One and Done Dispositioner data is as follows:.
Kevin MacLellan had 627 exceptions.
Shannon George had 17 exceptions.
This obviously skews the data to a large degree, considering out of 982 One and Done dispositions, only 338 are considered valid, which mean that 65.6% of the data obtained is not valid for reporting purposes. After removing this data from the report, I was then able to pinpoint the areas in which calls are not being handled properly by our agents.
Data Analysis: Reason Codes are the easiest way to track the issues being dispositioned. Using these, we can get a picture of where our agents are going wrong in the call handling process. Figure 1 shows a graph, which clearly displays the areas in need of improvement. .
The Major areas in need of improvement each account for 20% or more of the total volume of One and Done dispositions. The major issues are as follows:.
Misinformation given to contact/notes support - 25%.
Failed to submit appropriate forms/tickets - 22%.
No troubleshooting/demarcs - 20%.
The Minor areas in need of improvement each account for between 10% and 20% of the total volume of One and Done dispositions. The Minor areas are as follows:.
Misdiagnosed problem - 12%.
Other - 12%.
