In this article, we will introduce 7 useful Excel functions necessary for the smooth operation of call centers. By mastering
these functions, which are useful for brazil telegram phone number list saving time, organizing data, and analyzing, you can improve the quality and productivity of customer service.
Now, let's take a look at the secrets to dramatically improve the operational efficiency of your call center!
3 Essential Levels
Useful functions for aggregation
Future prediction!? Function
3 Excel Functions You Need for Any Job
Adds all the numbers in a range of cells.
IF(logical expression, value if true, value if false) Returns a specified value depending on the result (true or false) of a logical expression.
AVERAGE(number1,number2,...) Returns the average of the arguments. Arguments can be numbers, names containing numbers, arrays, or cell references.
3 Essential Excel Functions
SUM function ⇒ Microsoft Support
This should be self-explanatory.
It can be used in a wide range of ways, such as adding up the number of inquiries by hour to measure the number of inquiries per day, or adding up the number of inquiries per day to measure the number of inquiries per month.
Microsoft Support
A function that outputs two different results depending on the conditional expression. By utilizing IFS, which allows you to set multiple conditions, you can minimize the number of () in your calculations. You can do
most things just by using arithmetic operations and IF functions.
However, if it gets too complicated, your successor will be crying, so keep it moderate! We recommend using COUNTIF, SUMIF, etc., which will be described later, whenever possible.
AVERAGE function Microsoft Support
A function that outputs the average value. It is a useful function, but be careful because if used incorrectly, it can cause large numerical discrepancies.
A little application. Useful Excel functions for data aggregation
Functions (arguments) Commentary
COUNTIF(range, search criteria) Returns the number of cells in a range that match a search criteria.
SUMIF(range, search criteria, sum range) Adds the cell values that match the specified search criteria.
XLOOKUP(search value, search range, return range, if not found, match mode, search mode)
※Improved version of VLOOKUP and HLOOKUP Searches for matches in a range or array and returns the corresponding items from a second range or array.
By default, an exact match is used.
Useful Excel functions for data aggregation
COUNTIF function (COUNTIFS) ⇒ Microsoft Support
It counts the number of cases that match the specified conditions.
It is possible to count how many cases there were by inquiry channel, type, or response result category.
By using COUNTIFS, which allows multiple conditions to be set, the range of uses will be greatly expanded.
Microsoft Support
Counts totals values based on specified conditions.
Useful for further re-tallying up values tallied by item in call center systems and COUNTIF.
Since you can total up by condition, it is also useful for managing expenses such as labor costs.
Like COUNTIFS, SUMIFS is also useful because it allows you to set multiple conditions.
XLOOKUP function (advanced version of Microsoft Support
This is the No.1 function that makes you feel like you've mastered Excel! (Author's opinion)
It matches the conditions with the rows and columns that are the keys of the DB to obtain the required information.
For example, to obtain the name of the person in charge from the employee number
, the first column had to be the key for VLOOKUP, and the first row for HLOOKUP, but this has been eliminated with XLOOKUP, which was newly added in Excel 2021 and Microsoft 365!
If you haven't used it yet, please give it a try.
Predict the future! Advanced Excel functions for call centers
Functions (arguments) Commentary
FORECAST.ETS(targe Returns a forecast value for a specified target date in the future using exponential smoothing.
Advanced Excel Functions for Call Centers
FORECAST.ETS function ⇒ Microsoft Support
This function predicts future figures from past statistical data. It is also possible to predict the number of inquiries in the future!
▽Details are introduced in another article!
2023.06.01
Call center volume forecast! How to use the Excel function FORECAST.ETS
Let's predict the number of inquiries using Excel! Predicting the number of inquiries is an important issue in running a call center. However, there is no clear method...
summary
This time, we have introduced 7 Excel functions that can be used in call centers.
Although various management tools have increased in number recently, Excel's versatility and scalability are still superior.
Make good use of them to improve the quality and productivity of customer service.
