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Importance of Contact Centre to develop your Skill - MMG Irfan - ContactCenterWorld.com Blog

Importance of Contact Centre to develop your Skill

I can Remember the day when I was newly added in Roster at my 1st experience for contact Centre in 2015.

I Really didn't know anything, if knew then I don't know what I knew!!

I knew how to do Addition, Subtraction, Multiplication, Division or some simple formulas like that....

....NOTE - content continues below this message

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....CONTENT CONTINUED BELOW

But in a day I can formulate many formula in EXCEL is only because of this call Centre experience. I'm gonna share some Basic formula which is mostly use in Contact Centre

1. Date

The DATE function is incredibly useful in Excel. It’s a common thing to have a bunch of rows with dates but it can be difficult to group them by month. You can quickly create a column for month next to your date column by using this formula:

=DATE(YEAR(A2),MONTH(A2),1)

A2 represents the cell that has the date in it. If the date in that cell looks like 2016-04-03 the month cell will look like 2016-04-01. Regardless of the date, the month will display the first day of each month and now you can quickly filter or group in your pivot table by month.

Bonus: Once you do this in your first cell, double click in the bottom right hand corner of that cell and it will copy the formula all the way to the bottom of your spreadsheet. You don’t have to write that formula 25,000 times. Win.

2. Dollar Sign

The dollar sign is an important little symbol to remember in your formulas. In the previous point, Excel has the ability to customise the formula in the cell relative to the row it’s in. Perhaps you’re doing a formula where you want to multiply the cells in a particular column by a value in another single cell. The dollar sign turns off that relativity and makes sure that the cell number doesn’t change in your formula. So your formula might look something like :

=A2*$D$16

If you copy that formula to the next cell in the column, the formula will look like:

=B2*$D$16

3. VLOOKUP and HLOOKUP

This allows you to grab data from another sheet using a common identifier. For example, you may have one sheet that has all of your data for your team performance for the month including the name of the agent who is in your team. You’d really like to get results by the team the agents work on. In another sheet, you can create a simple, two-column sheet that has the name of the agent and the team they are on like our team warriors ♥

Once you have that sheet created, go back to your main sheet and create a “team” column. In this case you will use VLOOKUP because it’s vertical. HLOOKUP is if your data is laid out horizontally. The VLOOKUP will look up the name of the agent and match it with the name on the other sheet and fill in the corresponding team named warriors. A formula might look like this:

=VLOOKUP(A2,’Auditor’!$A$1:$B$25,2,0)

Note that the aforementioned dollar signs are often really useful in this formula.

4. Data Validation

Data Validation allows you to create cool things like drop down lists in a cell. Consider a time where you had to enter “yes” or “no” in a certain column or possibly a wider range of options. A drop down list allows you to quickly select from the options you want in a couple clicks rather than several key strokes and it ensures consistent formatting and also easy to update TC Reporting file :-P everyday :-(

5. Sum, Average, Count

These simple functions are great to remember so you don’t have to hunt around for the function button. Add an “=” before each and you can count, add, or average any range of cells that you select. These are essential building blocks to know for the next tip. for example if you want to know what is Average QA Score of an Agent you can find out by selecting Range, Criteria, and Average Range.

6. IF and IFS

Add IF or IFS after Sum, Average, and Count to add some criteria to those formulas. Adding the “S” allows you to attach multiple criteria to the formula. Let’s say I have a table full of quality scores and I want to count how many perfect 100% scores my team earned. My formula would look something like this:

=COUNTIF(A1:A500,“100”)

7. IF Statements

IF statements allow you to apply logic to a certain cell. For example, if you have a list of all of calls you received and a column that displays how many seconds each customer taken, you can determine how many calls were answered in less than 120 seconds. Your formula would look something like this:

=IF(A2<=120,"Yes”,“No”)

So if the call end within 120 seconds or less, the value printed in the cell will be “Yes.” If it was more than 120 seconds, the value would be “No.” you can also formulate like

=IF(A2<=120,“Yes”,“KPI Mara”)

Publish Date: October 24, 2017 10:35 PM

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