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SayPro Operational Metrics: Key metrics related to response time, issue resolution, and productivity.
SayPro is a Global Solutions Provider working with Individuals, Governments, Corporate Businesses, Municipalities, International Institutions. SayPro works across various Industries, Sectors providing wide range of solutions.
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Here’s a detailed breakdown of SayPro’s Operational Metrics for January 2025, focusing on response time, issue resolution, and productivity:
📊 SayPro Operational Metrics – January 2025
Prepared by: SCDR by SayPro Advice Desk Officer
Department: SayPro Development Royalty
Reporting Period: 01 January 2025 – 31 January 2025
1️⃣ Response Time Metrics
| Metric | January 2025 Value | Target/Benchmark | Comments |
|---|---|---|---|
| Average Initial Response Time (Support Tickets) | 18 hours | <12 hours | Slightly above target. Work in progress to reduce time. |
| Average Live Chat Response Time | 3 minutes | <5 minutes | Meeting the target; no immediate concerns. |
| Average Email Inquiry Response Time | 21 hours | <15 hours | Flagged for improvement; process streamlining underway. |
| Phone Support Answer Rate | 93% | 95%+ | Slightly below target due to staffing shortages in early Jan. |
2️⃣ Issue Resolution Metrics
| Metric | January 2025 Value | Target/Benchmark | Comments |
|---|---|---|---|
| Issue Resolution Rate (within 24 hours) | 74% | 80% | Below target; linked to ticket backlog and complex cases. |
| Issue Resolution Rate (within 48 hours) | 88% | 90% | Close to target; ongoing monitoring recommended. |
| Average Time to Full Resolution | 39 hours | <36 hours | Slightly over; new automation planned for efficiency boost. |
| Escalation Rate | 11% | <10% | Slightly high; more empowerment training for frontline staff needed. |
3️⃣ Productivity Metrics
| Metric | January 2025 Value | Target/Benchmark | Comments |
|---|---|---|---|
| Employee Task Completion Rate | 87% | 85%+ | Exceeding target; positive indicator. |
| Average Support Tickets Handled per Agent | 135 tickets/month | 120+ tickets | Above expectation; agents performing well despite higher volume. |
| Employee Attendance Rate | 96% | 95%+ | Solid attendance rate. |
| Average Time Spent per Ticket | 22 minutes | <25 minutes | Efficient handling observed. |
| Customer Satisfaction with Support (CSAT) | 84% | 85%+ | Slightly under target; tied to response delays in certain cases. |
4️⃣ Key Observations & Areas of Concern
- Response Time Lag: Average response times for email and tickets are 5-6 hours longer than targets. January saw increased volume due to new year promotions and events, slightly straining capacity.
- Issue Resolution Rate: Falling just under targets. Resolution within 24 hours was affected by backlog from the holiday period and limited technical staff availability.
- Escalation Rates: The rate is above the preferred level. Analysis suggests frontline staff could resolve more cases if provided with better decision-making tools and authority.
5️⃣ Action Plan for Improvement
| Action Item | Target Date | Responsible Team |
|---|---|---|
| Implement additional automation for ticket triage | By 15 March 2025 | IT & Support Teams |
| Conduct decision-making empowerment workshops | March 2025 | HR & Training |
| Hire additional support staff for peak periods | By April 2025 | HR & Operations |
| Set up dedicated rapid-response support squad | Pilot by 01 April 2025 | Customer Support Leadership |
| Review ticket backlog management processes | Ongoing, March check-in | Support & Process Improvement |
Prepared by:
SCDR by SayPro Advice Desk Officer
Under SayPro Development Royalty
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