Executive Overview
Contact Center Performance
Sales
$1.2M
Conversion Rate
32%
↑ 8%
Service
4.8/5.0
Resolution Rate
92%
↑ 3%
Tech Support
3:45
First Response
85%
↓ 2%
Collections
$850K
Recovery Rate
78%
↑ 5%
Department Performance Trends
Resource Utilization
Customer Satisfaction by Department
Sales
CSAT Score
4.8
+0.2 vs last period
Service
CSAT Score
4.6
+0.1 vs last period
Tech Support
CSAT Score
4.5
-0.1 vs last period
Collections
CSAT Score
4.3
+0.3 vs last period
Operational Costs
Sales
Monthly Cost
$45K
$12.50 per contact
Service
Monthly Cost
$38K
$8.20 per contact
Tech Support
Monthly Cost
$42K
$15.30 per contact
Collections
Monthly Cost
$35K
$10.80 per contact
Strategic Insights
Sales Opportunity
Cross-sell success rate increased by 15% in tech support calls
Risk Alert
Service team approaching capacity during peak hours
Efficiency Gain
New chatbot reducing routine queries by 25%
Training Need
Collections team requires updated compliance training