Data Analysis

Developed and Implemented Key Performance Indicators (KPIs) to Measure Operational Efficiency.

The Problem

Funds and resources for the crisis center operations were very limited.
It was extremely challenging to keep up with a constantly increasing call volume month
over month.

The Solution

Use KPIs and a standard reporting structure to track performance.
Create measures for deviations.
Adjust and optimize the working model.

The Result

Developed KPIs (e.g. call performance for team and individuals, call/chat length, answer rate, etc.) and implemented a standard reporting structure.
Established accountability with individual measures in place for every KPI deviation.
Optimized staffing models and adjusted the working model with the goal of improving operational efficiency.

The crisis center achieved an 80% or higher call-answer rate consistently for several months before 988 went live.
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