Course enquiry operations
Call Centre Overview
30 agents across BELLS Tech, Professionals and New Media · This Month
Total calls
870
3%improvement vs same point last periodvs last period
Answered
749
3%improvement vs same point last periodvs last period
Answer rate
86.1%
0%improvement vs same point last periodvs last period
Registrations
136
4%improvement vs same point last periodvs last period
Booth leads
37.4%
2%improvement vs same point last periodvs last period
Missed
121
3%decline vs same point last periodvs last period
Not called back
27
7%improvement vs same point last periodvs last period
Avg callback
2.1 h
5%improvement vs same point last periodvs last period
AI Insights
Call volume trend
Answered vs missed calls
- Answered
- Missed
Missed call follow-up
121 missed calls
78%called back
34.7%
Within 1 hour
33
After 6 PM / weekend
Interest by school
Demand across BELLS course groups
- Enquiries
- Registrations
- BELLS Tech 19.0%
- Professionals 12.1%
- New Media 19.3%
Top 5 enquired courses
By number of calls
- 1AI Tools for Productivity245BELLS Tech
- 2TikTok Fundamentals174New Media
- 3Robotic Process Automation77BELLS Tech
- 4Data Analytics72BELLS Tech
- 5Cybersecurity Essentials67BELLS Tech
Popular caller queries
Most-mentioned topics across today’s calls
SkillsFutureCourse FeesCourse ScheduleAITikTokFundingEligibilityCourse DurationTraining CentreRegistrationCertificateCareer SkillsMaster TrainersWeekend Classes
Caller outcomes
Funding, resolution and conversion
Asked about SkillsFuture / SWDA funding
53.2%
18.2%
Enquiry → registration
77.8%
First-call resolution
1.0%
Repeat callers
861
Unique callers
2.1%
Repeat-caller volume
4m 1s
Avg talk time
Agent performance
30-agent team · 29 calls per agent · gold = top 5 by registrations · red = answer rate 3+ pts below team avg
| Agent | Calls | Answer rate | Avg talk | Callbacks | Registrations | Conversion | First-call res. |
|---|---|---|---|---|---|---|---|
| RKRyan KohTop 5 | 29 | 86.2% | 4m 2s | 3 | 12 | 48.0% | 84.0% |
| DLDaniel LeeTop 5 | 29 | 82.8% below team average | 3m 57s | 3 | 10 | 41.7% | 87.5% |
| KAKelvin AngTop 5 | 29 | 96.6% | 3m 30s | 0 | 9 | 32.1% | 82.1% |
| CCChloe ChanTop 5 | 29 | 82.8% below team average | 3m 36s | 3 | 8 | 33.3% | 83.3% |
| RTRachel TeoTop 5 | 29 | 89.7% | 3m 46s | 3 | 6 | 23.1% | 76.9% |
| EWEthan Wong | 29 | 93.1% | 3m 58s | 2 | 6 | 22.2% | 66.7% |
| ELElaine Low | 29 | 75.9% below team average | 3m 49s | 6 | 6 | 27.3% | 81.8% |
| BHBenjamin Ho | 29 | 75.9% below team average | 3m 23s | 4 | 6 | 27.3% | 81.8% |
| GTGrace Toh | 29 | 86.2% | 3m 43s | 4 | 5 | 20.0% | 64.0% |
| JTJason Tan | 29 | 79.3% below team average | 4m 10s | 4 | 4 | 17.4% | 69.6% |
| WLWei Ling Ong | 29 | 93.1% | 4m 14s | 2 | 4 | 14.8% | 81.5% |
| MXMei Xin Lim | 29 | 96.6% | 4m 11s | 1 | 4 | 14.3% | 67.9% |
| NSNicole Seah | 29 | 93.1% | 3m 53s | 0 | 4 | 14.8% | 85.2% |
| LYLucas Yeo | 29 | 89.7% | 4m 18s | 3 | 4 | 15.4% | 61.5% |
| ACAdrian Cheong | 29 | 93.1% | 4m 27s | 2 | 4 | 14.8% | 81.5% |
| SLSherlyn Loh | 29 | 96.6% | 4m 35s | 1 | 4 | 14.3% | 64.3% |
| NANur Aisyah | 29 | 86.2% | 4m 18s | 4 | 4 | 16.0% | 68.0% |
| FAFarah Aziz | 29 | 82.8% below team average | 3m 34s | 4 | 4 | 16.7% | 91.7% |
| HRHafiz Rahman | 29 | 86.2% | 3m 49s | 4 | 4 | 16.0% | 72.0% |
| AMArjun Menon | 29 | 75.9% below team average | 3m 52s | 5 | 4 | 18.2% | 72.7% |
| SDSharmila Devi | 29 | 75.9% below team average | 4m 17s | 5 | 4 | 18.2% | 77.3% |
| CNCheryl Ng | 29 | 86.2% | 4m 5s | 3 | 3 | 12.0% | 68.0% |
| JYJia Yi Tan | 29 | 82.8% below team average | 3m 54s | 3 | 3 | 12.5% | 75.0% |
| SRSiti Rahman | 29 | 86.2% | 4m 25s | 4 | 3 | 12.0% | 92.0% |
| NSNadia Salleh | 29 | 89.7% | 4m 36s | 3 | 3 | 11.5% | 84.6% |
| MLMarcus Lim | 29 | 79.3% below team average | 3m 57s | 5 | 2 | 8.7% | 95.7% |
| AGAmanda Goh | 29 | 72.4% below team average | 4m 3s | 7 | 2 | 9.5% | 85.7% |
| VCVanessa Chua | 29 | 96.6% | 4m 5s | 0 | 2 | 7.1% | 85.7% |
| SASyafiq Ali | 29 | 82.8% below team average | 3m 51s | 4 | 2 | 8.3% | 66.7% |
| PNPriya Nair | 29 | 89.7% | 4m 7s | 2 | 0 | 0.0% | 84.6% |
- Ryan Koh12 reg.
- Calls
- 29
- Answer rate
- 86.2%
- Avg talk
- 4m 2s
- Conversion
- 48.0%
- Daniel Lee10 reg.
- Calls
- 29
- Answer rate
- 82.8%
- Avg talk
- 3m 57s
- Conversion
- 41.7%
- Kelvin Ang9 reg.
- Calls
- 29
- Answer rate
- 96.6%
- Avg talk
- 3m 30s
- Conversion
- 32.1%
- Chloe Chan8 reg.
- Calls
- 29
- Answer rate
- 82.8%
- Avg talk
- 3m 36s
- Conversion
- 33.3%
- Rachel Teo6 reg.
- Calls
- 29
- Answer rate
- 89.7%
- Avg talk
- 3m 46s
- Conversion
- 23.1%
- Ethan Wong6 reg.
- Calls
- 29
- Answer rate
- 93.1%
- Avg talk
- 3m 58s
- Conversion
- 22.2%
- Elaine Low6 reg.
- Calls
- 29
- Answer rate
- 75.9%
- Avg talk
- 3m 49s
- Conversion
- 27.3%
- Benjamin Ho6 reg.
- Calls
- 29
- Answer rate
- 75.9%
- Avg talk
- 3m 23s
- Conversion
- 27.3%
- Grace Toh5 reg.
- Calls
- 29
- Answer rate
- 86.2%
- Avg talk
- 3m 43s
- Conversion
- 20.0%
- Jason Tan4 reg.
- Calls
- 29
- Answer rate
- 79.3%
- Avg talk
- 4m 10s
- Conversion
- 17.4%
- Wei Ling Ong4 reg.
- Calls
- 29
- Answer rate
- 93.1%
- Avg talk
- 4m 14s
- Conversion
- 14.8%
- Mei Xin Lim4 reg.
- Calls
- 29
- Answer rate
- 96.6%
- Avg talk
- 4m 11s
- Conversion
- 14.3%
- Nicole Seah4 reg.
- Calls
- 29
- Answer rate
- 93.1%
- Avg talk
- 3m 53s
- Conversion
- 14.8%
- Lucas Yeo4 reg.
- Calls
- 29
- Answer rate
- 89.7%
- Avg talk
- 4m 18s
- Conversion
- 15.4%
- Adrian Cheong4 reg.
- Calls
- 29
- Answer rate
- 93.1%
- Avg talk
- 4m 27s
- Conversion
- 14.8%
- Sherlyn Loh4 reg.
- Calls
- 29
- Answer rate
- 96.6%
- Avg talk
- 4m 35s
- Conversion
- 14.3%
- Nur Aisyah4 reg.
- Calls
- 29
- Answer rate
- 86.2%
- Avg talk
- 4m 18s
- Conversion
- 16.0%
- Farah Aziz4 reg.
- Calls
- 29
- Answer rate
- 82.8%
- Avg talk
- 3m 34s
- Conversion
- 16.7%
- Hafiz Rahman4 reg.
- Calls
- 29
- Answer rate
- 86.2%
- Avg talk
- 3m 49s
- Conversion
- 16.0%
- Arjun Menon4 reg.
- Calls
- 29
- Answer rate
- 75.9%
- Avg talk
- 3m 52s
- Conversion
- 18.2%
- Sharmila Devi4 reg.
- Calls
- 29
- Answer rate
- 75.9%
- Avg talk
- 4m 17s
- Conversion
- 18.2%
- Cheryl Ng3 reg.
- Calls
- 29
- Answer rate
- 86.2%
- Avg talk
- 4m 5s
- Conversion
- 12.0%
- Jia Yi Tan3 reg.
- Calls
- 29
- Answer rate
- 82.8%
- Avg talk
- 3m 54s
- Conversion
- 12.5%
- Siti Rahman3 reg.
- Calls
- 29
- Answer rate
- 86.2%
- Avg talk
- 4m 25s
- Conversion
- 12.0%
- Nadia Salleh3 reg.
- Calls
- 29
- Answer rate
- 89.7%
- Avg talk
- 4m 36s
- Conversion
- 11.5%
- Marcus Lim2 reg.
- Calls
- 29
- Answer rate
- 79.3%
- Avg talk
- 3m 57s
- Conversion
- 8.7%
- Amanda Goh2 reg.
- Calls
- 29
- Answer rate
- 72.4%
- Avg talk
- 4m 3s
- Conversion
- 9.5%
- Vanessa Chua2 reg.
- Calls
- 29
- Answer rate
- 96.6%
- Avg talk
- 4m 5s
- Conversion
- 7.1%
- Syafiq Ali2 reg.
- Calls
- 29
- Answer rate
- 82.8%
- Avg talk
- 3m 51s
- Conversion
- 8.3%
- Priya Nair0 reg.
- Calls
- 29
- Answer rate
- 89.7%
- Avg talk
- 4m 7s
- Conversion
- 0.0%
Peak hours
Calls per hour · outlined cells missed over 25%
| 9a | 10a | 11a | 12p | 1p | 2p | 3p | 4p | 5p | 6p | 7p | |
|---|---|---|---|---|---|---|---|---|---|---|---|
| Mon | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 |
| Tue | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 |
| Wed | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 |
| Thu | 59 | 95 | 127 | 119 | 92 | 67 | 102 | 64 | 53 | 46 | 46 |
| Fri | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 |
| Sat | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 |
| Sun | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 |
Pending callbacks
Oldest first
- +65 91462870AI Tools for Productivity · Booth Lead Follow-up1 Oct, 9:42 am
- +65 91191697AI Tools for Productivity · Inbound Enquiry1 Oct, 9:45 am
- +65 92014059Business Communication · Inbound Enquiry1 Oct, 11:08 am
- +65 91141007Cybersecurity Essentials · Inbound Enquiry1 Oct, 12:01 pm
- +65 91483405Robotic Process Automation · Existing Learner1 Oct, 12:38 pm
Showing sample call data for demonstration.