Cliente IVR Datos Noviembre Diciembre Enero Febrero Marzo Abril

Detalle mes
Cliente
IVR
Datos
Noviembre
Diciembre
Llamadas Recibidas
6.464
7.035
7.288
5.831
6.343
5.978
5.741
5.735
5.781
5.320
5.465
5.816
Llamadas Contestadas
5.771
6.218
6.100
4.730
5.590
5.456
5.253
5.243
5.277
4.800
4.970
5.529
11%
12%
16%
19%
12%
9%
9%
9%
9%
10%
9%
5%
Tpo Prom Esp Llam Cont
00:00:44
00:00:52
00:00:53
00:00:59
00:00:42
00:00:30
00:00:37
00:00:49
00:00:39
00:00:54
00:00:53
00:00:28
Tpo Prom Llam Cont
00:02:44
00:02:40
00:02:24
00:02:55
00:02:35
00:02:28
00:02:25
00:02:30
00:02:21
00:02:16
00:02:19
00:02:42
Llamadas Recibidas
2.026
2.513
2.980
2.817
2.601
1.975
1.972
1.993
1.841
1.690
1.842
1.879
Llamadas Contestadas
1.221
1.256
1.394
1.024
1.394
1.236
1.384
1.326
1.277
1.057
1.242
1.548
40%
50%
53%
64%
46%
37%
30%
33%
31%
37%
33%
18%
Tpo Prom Esp Llam Cont
00:01:05
00:01:26
00:01:46
00:02:08
00:01:28
00:00:55
00:01:02
00:01:06
00:00:59
00:01:20
00:01:08
00:00:38
Tpo Prom Llam Cont
00:03:06
00:02:06
00:02:07
00:02:26
00:01:58
00:02:58
00:02:58
00:02:58
00:03:05
00:03:04
00:02:39
00:02:22
Llamadas Recibidas
3.363
5.029
4.705
3.774
4.073
3.188
3.239
3.010
2.797
2.769
2.607
2.840
Llamadas Contestadas
2.569
3.379
3.113
2.225
2.970
2.548
2.664
2.536
2.242
2.182
2.184
2.581
24%
33%
34%
41%
27%
20%
18%
16%
20%
21%
16%
9%
Tpo Prom Esp Llam Cont
00:01:38
00:01:51
00:02:35
00:02:52
00:01:40
00:01:14
00:01:11
00:01:20
00:01:25
00:01:23
00:01:20
00:00:46
Tpo Prom Llam Cont
00:04:41
00:03:59
00:04:36
00:05:12
00:04:06
00:04:59
00:04:15
00:03:58
00:04:20
00:04:07
00:03:58
00:04:02
11.853
14.577
14.973
12.422
13.017
11.141
10.952
10.738
10.419
9.779
9.914
10.535
9.561
10.853
10.607
7.979
9.954
9.240
9.301
9.105
8.796
8.039
8.396
9.658
19%
26%
29%
36%
24%
17%
15%
15%
16%
18%
15%
8%
Tpo Prom Esp Llam Cont Convenio
00:01:04
00:01:13
00:01:25
00:01:38
00:01:07
00:00:45
00:00:51
00:00:59
00:00:59
00:01:06
00:01:04
00:00:34
Tpo Prom Llam Cont Convenio
00:03:17
00:03:00
00:03:00
00:03:38
00:02:59
00:03:14
00:03:04
00:03:00
00:03:02
00:02:47
00:02:53
00:02:55
Convenio
Materiales y retiros
Otras consultas
Seguimiento envios
% Aban
% Aban
% Aban
Llamadas Recibidas Convenio
Llamadas Contestadas Convenio
% Aban Convenio
Cliente
IVR
Datos
Retail
Otras consultas
Seguimiento envíos Paqueteria
Seguimiento envios Casilla Miami
Seguimiento Respuesta Reclamos
Marzo
Abril
Seguimiento envios Internacional
Junio
Julio
Agosto
Septiembre
Octubre
Enero
Febrero
Marzo
Abril
Mayo
Junio
Julio
Agosto
Septiembre
Octubre
13.482
11.478
9.834
11.068
10.090
11.235
11.019
12.404
11.237
12.465
13.731
Llamadas Contestadas
9.299
12.683
10.803
8.994
10.490
9.814
9.925
9.765
12.241
11.077
12.310
13.539
3%
6%
6%
9%
5%
3%
12%
11%
1%
1%
1%
1%
Tpo Prom Esp Llam Cont
00:00:19
00:00:36
00:00:32
00:00:40
00:00:28
00:00:18
00:00:42
00:00:39
00:00:12
00:00:13
00:00:12
00:00:12
Tpo Prom Llam Cont
00:01:55
00:01:50
00:01:49
00:01:52
00:01:55
00:02:04
00:02:19
00:01:57
00:02:04
00:02:03
00:02:13
00:02:06
Llamadas Recibidas
32.588
59.146
45.919
32.363
40.277
33.985
32.337
35.645
33.786
29.701
32.241
31.386
Llamadas Contestadas
26.711
28.599
30.189
26.588
30.351
26.740
24.829
26.090
31.074
27.183
28.778
28.897
% Aban
18%
52%
34%
18%
25%
21%
23%
27%
8%
8%
11%
8%
Tpo Prom Esp Llam Cont
00:01:03
00:03:41
00:01:43
00:01:16
00:01:23
00:01:13
00:01:28
00:01:36
00:00:37
00:01:03
00:00:40
00:00:32
Tpo Prom Llam Cont
00:03:33
00:03:41
00:03:23
00:03:39
00:03:30
00:03:37
00:03:38
00:03:36
00:03:21
00:03:07
00:03:21
00:03:29
Llamadas Recibidas
10.676
13.256
14.574
11.528
13.123
9.394
11.455
13.378
10.850
8.217
9.063
9.345
9.725
10.079
11.810
9.177
11.285
8.622
10.414
11.184
10.430
7.948
8.744
9.073
% Aban
9%
24%
19%
20%
14%
8%
9%
16%
4%
3%
4%
3%
Tpo Prom Esp Llam Cont
00:00:43
00:01:42
00:01:20
00:01:22
00:01:00
00:00:36
00:00:45
00:01:01
00:00:20
00:00:18
00:00:21
00:00:18
Tpo Prom Llam Cont
00:02:56
00:02:38
00:02:35
00:02:41
00:02:59
00:03:08
00:03:08
00:02:39
00:02:47
00:03:00
00:03:10
00:03:05
Llamadas Recibidas
2.674
4.409
2.502
1.898
1.841
1.566
1.457
1.466
1.742
1.779
1.780
1.504
Llamadas Contestadas
1.776
2.475
1.811
1.324
1.495
1.393
1.295
1.309
1.470
1.379
1.313
1.320
% Aban
34%
44%
28%
30%
19%
11%
11%
11%
16%
22%
26%
12%
Tpo Prom Esp Llam Cont
00:01:45
00:02:50
00:01:34
00:02:00
00:01:06
00:00:35
00:00:45
00:00:50
00:01:02
00:01:32
00:01:40
00:00:40
Tpo Prom Llam Cont
00:05:18
00:05:39
00:05:57
00:04:34
00:04:46
00:04:30
00:04:56
00:05:22
00:04:56
00:04:33
00:04:07
00:04:27
Llamadas Recibidas
8.604
10.632
12.991
10.474
9.862
8.527
8.692
10.587
9.716
8.840
8.044
9.412
Llamadas Contestadas
6.627
6.724
6.626
6.296
8.254
7.631
7.528
7.530
7.303
6.334
6.342
8.444
% Aban
23%
37%
49%
40%
16%
11%
13%
29%
25%
28%
21%
10%
Tpo Prom Esp Llam Cont
00:01:34
00:02:29
00:03:35
00:02:37
00:01:06
00:00:47
00:01:22
00:02:20
00:01:40
00:01:53
00:01:19
00:00:48
Tpo Prom Llam Cont
00:04:42
00:04:38
00:05:06
00:04:51
00:04:32
00:04:43
00:04:31
00:05:05
00:05:48
00:05:44
00:05:14
00:04:40
Llamadas Recibidas
Operacion Renta
Mayo
9.548
Llamadas Contestadas
Seguimiento envios Postal
Febrero
Llamadas Recibidas
% Aban
Noviembre Diciembre
Enero
1.053
13.884
Llamadas Contestadas
993
10.848
% Aban
6%
22%
Tpo Prom Esp Llam Cont
00:00:26
00:01:01
Tpo Prom Llam Cont
00:02:14
00:02:41
Llamadas Recibidas
4.671
Llamadas Contestadas
4.505
% Aban
4%
Tpo Prom Esp Llam Cont
00:02:39
Tpo Prom Llam Cont
00:02:49
Llamadas Recibidas Retail
64.090
100.925
87.464
66.097
76.171
63.562
66.229
85.979
68.498
59.774
63.593
70.049
Llamadas Contestadas Retail
54.138
60.560
61.239
52.379
61.875
54.200
54.984
66.726
62.518
53.921
57.487
65.778
16%
40%
30%
21%
19%
15%
17%
22%
9%
10%
10%
6%
Tpo Prom Esp Llam Cont Retail
00:01:05
00:02:16
00:01:45
00:01:35
00:01:01
00:00:42
00:01:00
00:01:15
00:00:47
00:01:03
00:00:51
00:00:34
Tpo Prom Llam Cont Retail
00:03:41
00:03:41
00:03:46
00:03:31
00:03:32
00:03:37
00:03:41
00:03:34
00:03:47
00:03:38
00:03:37
00:03:32
% Aban Retail
Datos
Enero
Febrero
Marzo
Abril
Mayo
Junio
Julio
Agosto
Septiembre
Octubre
Llamadas Recibidas Total
75.943
115.502
102.437
78.519
89.188
74.703
77.181
96.717
78.917
69.553
73.507
80.584
Llamadas Contestadas Total
63.699
71.413
71.846
60.358
71.829
63.440
64.285
75.831
71.314
61.960
65.883
75.436
16%
38%
30%
23%
19%
15%
17%
22%
10%
11%
10%
6%
Tpo Prom Esp Llam Cont Total
00:01:05
00:02:08
00:01:42
00:01:35
00:01:01
00:00:42
00:00:59
00:01:13
00:00:48
00:01:03
00:00:52
00:00:34
Tpo Prom Llam Cont Total
00:03:37
00:03:36
00:03:41
00:03:32
00:03:28
00:03:34
00:03:37
00:03:30
00:03:42
00:03:31
00:03:32
00:03:27
% Aban Total
Noviembre Diciembre