MonthlyCall Centre Report October 2014

Call Centre Summar
Items
January
February
March
3176
2513
3290
Calls Abandoned
29
11
57
Others -Not recorded
Total Call Answered
3176
2513
3290
Shift 2
1687
2214
Shift 3
826
1076
2513
3290
Shift 2
54
Shift 3
11
57
Shift 2
#DIV/0!
0.47%
2.44%
Shift 3
#DIV/0!
0.36%
0.28%
Average Total %
0.91%
0.44%
1.73%
1%
1%
1%
-0.09%
-0.56%
0.73%
Calls Recorded in SAP
Calls Status
Total Call Answered
Total Call
Total Call Abandoned
Total Call Abandoned
% Abandoned Calls
Department Objective (<)

Increase / Drop (%)
NOTE :
1. Call Centre operates from 0800 hrs - 0000 hrs Monday to Saturdays.
2. Does not operate on 1st shift.
Number of Calls Reco

January
February
March
Anita
619
515
830
Ismail Samat
511
474
685
Saravanan
577
470
840
Rathana Singam
812
550
482
Mohd Azir
657
504
453
Total
3176
2513
3290
Number of Hours Wor

January
February
March
Anita
146.7
149.4
174.3
Ismail Samat
160
176
208
Saravanan
160
176
208
Rathana Singam
192
184
192
Mohd Azir
176
176
136
Total
834.7
861.4
918.3
Average Calls Answered Per H

January
February
March
Anita
Ismail Samat
Saravanan
Rathana Singam
Mohd Azir
Total Average Calls Per Hour
NOTE :
Calls answered per hour does not reflect on the staffs performance for the month.
Call Centre Summary Report 2014

April
May
June
July
August
September
October
November
3277
3179
3249
3089
3035
2664
2580
29
39
112
28
34
19
60
3277
3179
3249
3089
3035
2664
2580
2099
2120
2412
2354
2169
1813
1726
1178
1059
837
735
866
851
607
3277
3179
3249
3089
3035
2664
2333
25
37
106
21
30
17
53
29
39
112
28
34
19
60
1.19%
1.75%
4.39%
0.89%
1.38%
0.94%
3.07%
#DIV/0!
0.34%
0.19%
0.72%
0.95%
0.46%
0.24%
1.15%
#DIV/0!
0.88%
1.23%
3.45%
0.91%
1.12%
0.71%
2.33%
#DIV/0!
1%
1%
1%
1%
1%
1%
1%
1%
-0.12%
0.23%
2.45%
-0.09%
0.12%
-0.29%
1.33%
#DIV/0!
y to Saturdays.
Number of Calls Recorded in SAP

April
May
June
July
August
September
October
November
677
831
931
741
610
485
538
714
490
738
592
504
574
671
679
266
710
636
546
348
642
737
678
495
644
478
484
565
855
902
551
641
581
539
3277
3179
3249
3089
3035
2664
2580
July
August
September
October
November
Number of Hours Worked Monthly

April
May
June
174.3
166
161.5
166
153.5
158
157.25
184
160
200
160
152
168
176
184
64
192
200
152
136
176
192
200
152
184
168
128
184
192
168
144
176
176
192
902.3
774
729.5
814
865.5
822
789.25
verage Calls Answered Per Hour (CPH)

April
May
June
July
August
September
October
November
#DIV/0!
#DIV/0!
#DIV/0!
#DIV/0!
#DIV/0!
#DIV/0!
performance for the month.
December
Total
30052
26629
389
#DIV/0!
#DIV/0!
#DIV/0!
#DIV/0!
#DIV/0!
3.66%
1%
1%
#DIV/0!
2.66%
December
Total
December
Total
December
#DIV/0!
#DIV/0!
#DIV/0!
#DIV/0!
#DIV/0!
#DIV/0!
Jan-14
Wed Thu
1
2
Fri
3
Sat
4
Sun Mon
5
6
Tue Wed Thu

7
8
9
Fri
10
Sat
11
Sun Mon
12
13
Tue
14
Wed Thu
15
16
Fri
17
Sat
18
Sun Mon
19
20
Tue Wed Thu

21
22
23
Fri
24
Sat
25
Sun Mon Tue Wed

26
27
28
29
Thu
30
Fri
31
TOTAL
0
0
0
0
0
0
ANITA
ISMAIL SR.
MOHD AZIR
SINGAM
SARA
Feb-14
ANITA
ISMAIL SR.
MOHD AZIR
SINGAM
SARA
Sat
1
0
0
0
0
0
Sun Mon
2
3
0
26
0
34
0
18
0
0
0
16
Tue
4
24
21
22
15
16
Wed
5
36
0
43
18
16
Thu
6
25
24
19
26
13
Fri
7
29
32
12
33
15
Sat
8
0
19
0
20
6
Sun Mon Tue Wed

9
10
11
12
0
34
25
21
0
15
15
18
0
29
30
30
0
26
20
22
0
24
22
40
Thu
13
23
20
17
15
23
Fri
14
22
17
18
10
17
Sat
15
0
5
27
37
0
Sun Mon
16
17
0
0
0
0
0
0
0
0
0
0
Tue
18
29
64
13
60
15
Wed
19
25
24
15
35
13
Thu
20
23
27
18
36
20
Fri
21
0
37
19
42
18
Sat
22
0
0
54
40
5
Sun Mon Tue

23
24
25
0
32
28
0
20
23
0
37
30
0
12
10
0
40
26
Wed
26
36
21
36
17
33
Thu
27
36
22
17
41
38
Fri
28
41
16
0
15
54
Sat
15
0
26
8
0
26
Sun Mon
16
17
0
40
0
57
0
18
0
0
0
14
Tue
18
30
20
27
16
20
Wed
19
27
27
28
15
14
Thu
20
26
25
19
32
28
Fri
21
24
35
16
31
20
Sat
22
0
0
7
25
38
Sun Mon Tue

23
24
25
0
20
64
0
31
0
0
39
0
0
26
15
0
39
73
Wed
26
60
20
0
17
61
Thu
27
33
22
35
19
36
Fri
28
35
18
35
14
40
Sat
29
0
21
32
11
0
Sun
30
0
0
0
0
0
Mon Intm
TOTAL
31 Calls
26
7
830
22
58
685
24
41
453
24
58
482
25
55
840
3290
Sat
19
0
32
29
0
0
Sun Mon Tue Wed Thu

20
21
22
23
24
0
21
27
27
37
0
15
17
21
27
0
17
17
19
33
0
39
24
29
59
0
34
26
44
0
Fri
25
47
24
21
0
40
Sat
26
0
0
30
0
33
Sun Mon Tue

27
28
29
0
30
25
0
30
28
0
29
29
0
8
9
0
14
22
Wed
30
32
25
28
21
30
Intm
TOTAL
Calls
31
677
56
714
53
565
59
642
57
679
3277
Tue
20
Sun
25
Mon
26
Tue Wed Thu

27
28
29
Fri
30
TOTAL
515
474
504
550
470
2513
Mar-14
ANITA
ISMAIL SR.
MOHD AZIR
SINGAM
SARA
Sat
1
0
8
0
30
34
Sun Mon
2
3
0
32
0
8
0
44
0
11
0
0
Tue
4
39
0
40
15
15
Wed
5
19
28
29
10
11
Thu
6
35
57
0
11
7
Fri
7
123
113
0
18
39
Sat
8
0
36
0
34
0
Sun Mon Tue Wed

9
10
11
12
0
47
42
30
0
13
12
8
0
0
0
0
0
13
15
9
0
45
45
54
Thu
13
33
12
0
13
51
Fri
14
38
8
11
0
50
Apr-14
ANITA
ISMAIL SR.
MOHD AZIR
SINGAM
SARA
Tue Wed
1
2
40
31
41
30
20
13
0
31
6
20
Thu
3
25
24
13
26
13
Fri
4
33
0
19
31
38
Sat
5
0
28
0
34
0
Sun Mon Tue Wed Thu

6
7
8
9
10
0
18
34
18
34
0
17
20
12
16
0
35
0
23
13
0
19
21
14
34
0
43
43
23
34
Fri
11
23
20
13
24
25
Sat
12
0
0
0
42
28
Sun
13
0
0
0
0
0
Mon
14
49
52
0
24
28
Tue Wed
15
16
31
31
58
42
0
31
29
23
24
18
Thu
17
33
43
41
23
19
Fri
18
0
36
39
19
17
Thu
15
Sat
17
Sun Mon
18
19
0
0
0
0
0
May-14
Thu
1
Fri
2
Sat
3
Sun Mon
4
5
Tue
6
Wed Thu
7
8
Fri
9
Sat Sun Mon

10
11
12
Tue
13
Wed
14
Fri
16
Wed Thu
21
22
Fri
23
Sat
24
Sat Intm
TOTAL
31 Calls
ANITA
ISMAIL SR.
MOHD AZIR
SINGAM
SARA
0
0
0
0
0
28
16
16
39
0
0
21
0
20
0
0
0
0
0
0
35
18
42
16
31
29
18
28
9
30
32
20
34
13
36
42
23
42
17
33
31
24
32
24
30
0
0
31
0
32
0
0
0
0
0
56
19
22
54
0
0
0
0
0
0
49
17
15
53
0
38
19
16
59
0
36
23
23
40
0
0
41
0
28
0
0
0
0
0
0
41
16
37
6
0
36
17
48
16
0
39
28
59
22
0
47
18
18
61
0
31
24
20
18
28
0
0
31
0
28
Sun Mon
15
16
0
65
0
16
0
69
0
22
0
0
Tue
17
72
20
70
20
0
Wed
18
55
22
59
25
0
Thu
19
69
20
74
16
0
Fri
20
48
21
74
0
0
Sat
21
0
Tue Wed
15
16
0
47
0
20
0
19
0
0
0
52
Thu
17
51
19
20
0
58
Fri
18
61
19
15
0
63
Sat
19
0
0
29
0
31
Sun Mon Tue Wed Thu

20
21
22
23
24
0
61
33
37
40
0
68
35
39
37
0
0
40
40
26
0
20
18
20
37
0
21
21
18
26
Fri
15
29
17
25
41
44
Sat
16
0
0
0
39
39
Sun
17
0
0
0
0
0
Mon
18
25
33
36
12
17
Tue
19
36
32
31
15
16
Wed
20
14
36
40
12
18
Thu
21
0
39
47
17
21
Mon Tue
15
16
0
0
44
0
13
0
39
0
25
0
Wed
17
11
30
14
32
13
Thu
18
29
42
13
22
0
Fri
19
25
30
12
34
19
Sat
20
0
21
19
0
0
0
0
0
0
0
43
0
70
24
0
43
20
44
19
0
46
23
45
16
0
42
15
39
17
0
46
0
19
64
0
0
0
55
44
0
41
70
69
58
18
831
490
855
737
266
3179
Thu
26
36
87
14
0
0
Fri
27
25
16
80
0
0
Sat Sun
28
29
0
0
24
0
21
0
0
0
0
0
Mon
30
43
16
56
16
0
Sat
26
0
0
0
28
33
Sun Mon Tue

27
28
29
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
Wed
30
31
0
0
11
68
Thu Intm
TOTAL
31 Calls
41
10
741
0
28
592
0
46
551
39
49
495
23
59
710
3089
Sun Mon
24
25
0
27
0
0
0
21
0
67
0
20
Tue
26
37
0
12
34
12
Wed Thu
27
28
28
22
19
16
21
15
32
55
36
43
Sat
30
0
33
36
0
0
Sun Intm
TOTAL
31 Calls
0
5
610
0
18
504
0
31
641
0
27
644
0
44
636
3035
Sun Mon Tue Wed Thu

21
22
23
24
25
0
24
19
23
42
0
16
16
13
15
0
25
33
28
14
0
5
19
14
0
0
27
25
29
59
Fri
26
11
17
14
26
20
Sat
27
0
0
0
21
33
Tue
30
11
25
20
7
15
Intm
TOTAL
Calls
8
485
76
574
59
581
64
478
49
546
2664
Jun-14
ANITA
ISMAIL SR.
MOHD AZIR
SINGAM
SARA
Sun Mon
1
2
0
42
0
20
0
0
0
62
0
0
Tue
3
37
14
0
52
0
Wed
4
45
68
0
15
0
Thu
5
36
54
0
11
0
Fri
6
35
19
14
51
0
Sat
7
0
1
0
0
0
Sun Mon Tue Wed Thu

8
9
10
11
12
0
49
47
0
0
0
14
11
37
63
0
54
51
58
23
0
0
4
25
73
0
0
0
0
0
Fri
13
48
44
20
17
0
Sat
14
0
33
0
25
0
31
27
0
Sun Mon Tue Wed

22
23
24
25
0
44
61
58
0
9
18
14
0
13
19
23
0
35
47
51
0
0
0
0
0
0
0
0
0
Intm
TOTAL
Calls
16
931
77
738
79
902
84
678
0
0
3249
Jul-14
ANITA
ISMAIL SR.
MOHD AZIR
SINGAM
SARA
Tue Wed
1
2
28
31
10
15
34
31
20
16
24
28
Thu
3
22
12
14
18
21
Fri
4
22
22
22
26
31
Sat
5
0
25
24
0
0
Sun Mon Tue Wed Thu

6
7
8
9
10
0
20
28
34
35
0
34
23
18
38
0
32
22
34
40
0
19
20
0
10
0
9
13
24
16
Fri
11
28
35
37
19
19
Sat
12
0
36
0
29
0
Sun
13
0
0
0
0
0
Mon
14
46
26
0
50
20
Fri
25
35
33
26
46
32
Aug-14
ANITA
ISMAIL SR.
MOHD AZIR
SINGAM
SARA
Fri
1
32
0
0
10
49
Sat
2
0
0
0
26
21
Sun Mon
3
4
0
30
0
33
0
23
0
23
0
19
Tue
5
39
0
14
38
13
Wed
6
24
25
12
24
13
Thu
7
28
28
20
33
20
Fri
8
34
28
13
25
7
Sat
9
0
24
25
0
0
Sun Mon Tue

10
11
12
0
28
54
0
17
17
0
34
48
0
16
10
0
35
0
Wed
13
39
20
58
17
0
Thu
14
31
18
20
31
28
Fri
22
0
37
44
14
19
Sat
23
0
0
0
26
33
Fri
29
48
14
15
0
69
Sep-14
ANITA
ISMAIL SR.
MOHD AZIR
SINGAM
SARA
Mon Tue
1
2
0
40
0
20
0
39
0
14
0
11
Wed
3
31
0
34
20
24
Thu
4
37
32
8
14
20
Fri
5
25
28
13
23
19
Sat
6
0
32
20
0
0
Sun Mon Tue Wed Thu

7
8
9
10
11
0
10
18
23
51
0
18
21
18
18
0
29
25
30
47
0
15
22
16
9
0
36
36
30
0
Fri
12
36
12
42
6
0
Sat
13
0
0
0
42
39
Sun
14
0
0
0
0
0
Sun Mon
28
29
0
11
0
30
0
30
0
14
0
17
0
0
0
0
0
Oct-14
ANITA
ISMAIL SR.
MOHD AZIR
SINGAM
SARA
Wed Thu
1
2
34
6
37
23
12
29
0
7
4
11
Fri
3
29
29
28
18
21
Sat
4
0
20
23
0
0
Sun Mon
5
6
0
0
0
0
0
0
0
0
0
0
Tue Wed Thu

7
8
9
40
28
29
0
0
0
20
10
11
44
48
46
9
12
13
Fri
10
35
13
14
0
47
Sat
11
0
0
0
22
22
Sun Mon
12
13
0
22
0
24
0
26
0
15
0
22
Tue
14
20
21
21
16
16
Wed Thu
15
16
22
23
20
33
20
10
10
25
9
9
Fri
17
19
31
13
25
8
Sat
18
0
22
15
0
0
Sun Mon
19
20
0
16
0
12
0
33
0
18
0
0
Tue Wed Thu

21
22
23
28
0
0
11
0
55
8
0
53
47
0
0
0
0
0
Fri
24
28
60
17
0
0
Sat
25
0
0
0
0
0
Sun Mon Tue Wed

26
27
28
29
0
0
34
35
0
40
38
34
0
13
18
15
0
0
0
45
0
49
10
12
Thu
30
50
39
18
36
13
Fri Intm
TOTAL
31 Calls
34
6
538
41
68
671
13
99
539
36
26
484
13
48
348
2580
Months
Items
Shifts
Wed
Thu
Fri
Sat
Sun
Shift 2
Calls by shift
Shift 3
Total
January
Calls Abandoned
Shift 2
Shift 3
Total
% of Abandoned Calls
Months
Shift 2
0%
##### #### #### ####
Shift 3
0%
##### #### #### ####
Average Total % 0%
##### #### #### ####
Sat
Sun
Mon
Shift 2
55
56
76
Shift 3
14
17
20
Total
69
73
96
Shift 2
Shift 3
Total
Shift 2
0%
0%
0%
2%
1%
Shift 3
0%
0%
0%
0%
0%
Average Total % 0%
0%
0%
1%
1%
Sat
Sun
Mon
Items
Shifts
Calls by shift
February
Calls Abandoned
Months
Items
Shifts
Tue Wed
Tue Wed
4
Shift 2
56
74
75
73
Shift 3
16
21
34
24
Total
72
95
109
97
Shift 2
Shift 3
Total
Shift 2
0%
0%
3%
4%
0%
Shift 3
0%
0%
10%
0%
0%
Average Total % 0%
0%
6%
2%
0%
Calls by shift
March
Calls Abandoned
Months
Items
Calls by shift
Shifts
Tue
1
Wed
2
Thu
3
Fri
4
Sat
5
Shift 2
79
86
70
64
56
Shift 3
44
32
31
56
Total 123
118
101
120
56
Shift 2
Shift 3
Total
Shift 2
1%
0%
0%
3%
0%
Shift 3
0%
0%
0%
4%
0%
Average Total % 1%
0%
0%
3%
0%
Calls Abandoned
April
Call Center Monthly Report 2014

Mon
Tue Wed Thu
Fri
Sat
Sun Mon
Tue Wed Thu
Fri
Sat
Sun Mon
10
11
12
13
14
15
16
17
18
19
20
0%
####
0%
#### #### #### ####
0%
####
0%
#### #### #### ####
0%
0%
####
0%
#### #### #### ####
0%
####
0%
#### #### #### ####
0%
0%
####
0%
#### #### #### ####
0%
####
0%
#### #### #### ####
0%
Thu
Fri
Sat
Sun Mon
Fri
Sat
Sun Mon
10
11
12
13
14
15
16
17
18
19
20
68
84
27
83
74
83
52
53
11
85
78
65
73
27
36
35
26
34
29
35
21
27
23
38
95
120
35
118
100
117
81
88
20
106
105
88
111
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
2%
0%
0%
0%
0%
0%
0%
0%
3%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
1%
0%
0%
0%
0%
0%
0%
1%
0%
0%
0%
Thu
Fri
Sat
Sun Mon
Tue Wed Thu
Fri
Sat
Sun Mon
14
15
10
Tue Wed Thu
11
12
13
16
17
Tue Wed Thu
Tue Wed Thu

18
19
20
88
236
53
89
82
80
82
84
43
93
73
80
80
22
57
17
29
32
21
27
23
17
36
40
31
50
110
293
70
118
114
101
109
107
60
129
113
111
130
6%
1%
0%
0%
0%
5%
4%
6%
11%
0%
0%
2%
3%
0%
1%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
3%
0%
0%
0%
3%
1%
0%
0%
0%
2%
2%
3%
5%
0%
0%
2%
1%
0%
1%
Tue Wed Thu

8
9
10
Fri
11
Sat
12
Sun Mon
13
14
Tue Wed Thu

15
16
17
Fri
18
Sat
19
Sun
20
Sun Mon
6
7
0
94
69
64
90
72
84
94
84
100
114
76
60
31
45
24
34
40
60
65
40
39
29
125
114
88
124
112
84
154
149
140
153
105
60
0%
0%
3%
0%
0%
0%
0%
0%
1%
7%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
3%
0%
0%
0%
0%
0%
1%
0%
0%
0%
0%
0%
1%
4%
0%
1%
0%
0%
0%
ort 2014
Tue Wed Thu
21
22
23
Fri
Sat
24
25
Sun Mon
26
27
Tue Wed Thu

28
29
30
Fri
TOTAL
31
0
0
0
0
0
#### #### #### #### #### ####
0%
#### #### #### ####
#DIV/0!
#### #### #### #### #### ####
0%
#### #### #### ####
#DIV/0!
#### #### #### #### #### ####
0%
#### #### #### ####
#DIV/0!
Fri
Sat
Sun Mon
Fri
intercom
21
22
23
24
25
26
27
28
Calls
69
70
101
82
104
97
93
48
1687
37
12
40
46
31
38
31
192
826
106
82
141
128
135
135
124
240
2513
0%
1%
0%
0%
1%
0%
0%
2%
#### #### ####
0.47%
0%
0%
0%
5%
0%
0%
0%
0%
#### #### ####
0.36%
0%
1%
0%
3%
1%
0%
0%
1%
#### #### ####
0.42%
Fri
Sat
Sun Mon
Tue Wed Thu
Fri
Sat
21
22
28
29
23
24
Tue Wed Thu
25
26
27
Sun Mon
30
31
TOTAL
11
Intercom
Calls
TOTAL
86
52
95
118
117
99
101
38
67
2214
40
18
60
34
41
46
41
26
54
857
126
70
155
152
158
145
142
64
121
54
57
0%
4%
0%
1%
6%
4%
0%
0%
0%
0%
0%
2.44%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0.35%
0%
2%
0%
1%
3%
2%
0%
0%
0%
0%
0%
1.39%
Tue Wed Thu

22
23
24
Fri
25
Sat
26
Sun Mon
27
28
Mon
21
Tue Wed
29
30
219
Intercom
Calls
3290
TOTAL
92
72
96
86
91
62
82
81
81
2099
35
40
45
65
55
49
36
27
922
127
112
141
151
146
62
131
117
108
10
25
10
29
0%
0%
0%
3%
11%
0%
0%
0%
0%
0%
####
1.19%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
####
0.43%
0%
0%
0%
2%
5%
0%
0%
0%
0%
0%
####
0.81%
256
3277
Remarks
Remarks
Remarks
Remarks
Months
Items
Shifts
Shift 2
Shift 3
Total
Shift 2
Calls Abandoned
Shift 3
Total
Shift 2
Shift 3
Average Total %
Calls by shift
May
Months
Items
Shifts
Shift 2
Shift 3
Total
Shift 2
Calls Abandoned
Shift 3
Total
Shift 2
Shift 3
Average Total %
Calls by shift
Jun
Months
Items
Shift 2
Shift 3
Total
Shift 2
Calls Abandoned
Shift 3
Total
Shift 2
Shift 3
Average Total %
Calls by shift
July
Shifts
Thu
1
0
0
0
0
0
0
0%
0%
0%
Fri
2
59
40
99
2
0
2
0%
0%
0%
Sun Mon
1
2
0
82
0
42
0
124
0
1
0
0
0
1
0% 1%
0% 0%
0% 1%
Sat
3
41
0
41
0
0
0
0%
0%
0%
Sun Mon
4
5
0
105
0
37
0
142
0
1
0
0
0
1
0% 1%
0% 0%
0% 0%
Tue Wed Thu

3
4
5
72
87
72
31
41
29
103 128 101
1
3
2
0
1
0
1
4
2
1% 3% 3%
0% 2% 0%
1% 3% 1%
Tue Wed Thu

1
2
3
94
101
70
22
24
26
116 125
96
0
1
3
0
0
0
0
1
3
0% 0% 4%
0% 0% 0%
0% 0% 2%
Fri
4
114
44
158
1
0
1
1%
0%
0%
Sat
5
49
0
49
0
0
0
0%
0%
0%
Months
AUG
Fri
1
Shift 2 62
Calls by shift
Shift 3 29
Total 91
Shift 2
0
Calls Abandoned
Shift 3
0
Total 0
Shift 2 0%
Shift 3 0%
Average Total % 0%
Items
Shifts
Sat
2
47
0
47
1
0
1
2%
0%
0%
Sun Mon
3
4
0
81
0
47
0
128
0
0
0
0
0
0
0% 0%
0% 0%
0% 0%
Tue
5
73
31
104
1
1
2
1%
3%
2%

Tue Wed Thu
6
7
8
85
97
108
35
40
49
120 137 157
0
1
1
0
0
0
0
1
1
0% 1% 1%
0% 0% 0%
0% 1% 0%
Fri
6
81
38
119
7
0
7
9%
0%
4%
Sat
7
1
0
1
2
0
2
0%
0%
0%
Fri
9
92
49
141
0
0
0
0%
0%
0%
Sun Mon
8
9
0
80
0
37
0
117
0
2
0
1
0
3
0% 3%
0% 3%
0% 3%
Sat
10
63
0
63
1
0
1
2%
0%
1%
Sun Mon
11
12
0
101
0
50
0
151
0
1
0
0
0
1
0% 1%
0% 0%
0% 0%
Tue Wed Thu

10
11
12
93
79
116
20
41
43
113 120 159
2
1
0
0
1
0
2
2
0
2% 1% 0%
0% 2% 0%
1% 2% 0%
Sun Mon Tue Wed Thu

6
7
8
9
10
0
87
70
62
112
0
25
36
48
27
0
112 106 110 139
0
1
0
0
0
0
0
0
3
0
0
1
0
3
0
0% 1% 0% 0% 0%
0% 0% 0% 0% 0%
0% 1% 0% 0% 0%
Fri
11
106
32
138
0
0
0
0%
0%
0%
Sat
12
65
0
65
0
0
0
0%
0%
0%
Tue Wed Thu

13
14
15
0
91
89
0
43
43
0
134 132
0
0
2
0
0
0
0
0
2
0% 0% 2%
0% 0% 0%
0% 0% 1%
Fri
13
86
43
129
2
0
2
2%
0%
1%
Sat
14
58
0
58
0
0
0
0%
0%
0%
Sun Mon
13
14
0
103
0
45
0
148
0
0
0
1
0
1
0% 0%
0% 2%
0% 1%
Fri
16
81
41
122
0
0
0
0%
0%
0%
Sun Mon
15
16
0
130
0
42
0
172
0
4
0
0
0
4
0% 3%
0% 0%
0% 2%
Sat
17
69
0
69
0
0
0
0%
0%
0%
Sun Mon
18
19
0
75
0
33
0
108
0
1
0
0
0
1
0% 1%
0% 0%
0% 1%
Tue
20
87
30
117
8
0
8
9%
0%
5%
Tue Wed Thu

17
18
19
127 109 128
55
52
51
182 161 179
2
1
5
0
0
1
2
1
6
2% 1% 4%
0% 0% 2%
1% 0% 3%
Fri
20
99
44
143
9
0
9
9%
0%
5%
Tue Wed Thu

15
16
17
0
93
103
0
45
45
0
138 148
0
0
1
0
0
0
0
0
1
0% 0% 1%
0% 0% 0%
0% 0% 0%
Fri
18
124
34
158
8
0
8
6%
0%
3%
Sat
19
60
0
60
0
0
0
0%
0%
0%
Sun
20
0
0
0
0
0
0
0%
0%
0%
Wed Thu
6
7
70
85
28
44
98
129
1
3
0
0
1
3
1% 4%
0% 0%
1% 2%
Fri
8
82
25
107
0
0
0
0%
0%
0%
Sat
9
49
0
49
0
0
0
0%
0%
0%
Sun Mon
10
11
0
95
0
35
0
130
0
1
0
1
0
2
0% 1%
0% 3%
0% 2%
Tue Wed Thu

12
13
14
96
92
85
33
42
43
129 134 128
2
3
0
0
0
0
2
3
0
2% 3% 0%
0% 0% 0%
1% 2% 0%
Fri
15
114
42
156
1
0
1
1%
0%
0%
Sat
16
78
0
78
0
0
0
0%
0%
0%
Sun Mon
17
18
0
93
0
30
0
123
0
0
0
0
0
0
0% 0%
0% 0%
0% 0%
Tue Wed
19
20
95
89
35
31
130 120
0
0
0
1
0
1
0% 0%
0% 3%
0% 2%
ort 2014
Wed Thu
21
22
99
105
49
39
148 144
1
6
0
0
1
6
1% 6%
0% 0%
1% 3%
Fri
23
84
38
122
1
0
1
0%
0%
0%
Sat
24
59
0
59
0
0
0
0%
0%
0%
Sat
21
58
0
58
1
0
1
2%
0%
0%
Sun Mon
22
23
0
75
0
26
0
101
0
40
0
0
0
0
0% 53%
0% 0%
0% 27%
Mon
21
127
43
170
1
0
1
1%
0%
0%
Tue Wed Thu

22
23
24
103 114 107
44
40
59
147 154 166
1
0
0
0
0
3
1
0
3
1% 0% 0%
0% 0% 5%
0% 0% 3%
Sun Mon
25
26
0
92
0
45
0
137
0
2
0
1
0
3
0% 2%
0% 2%
0% 2%
Tue Wed Thu

24
25
26
101 102
98
44
44
39
145 146 137
3
2
7
0
2
0
3
4
7
3% 2% 7%
0% 5% 0%
1% 3% 4%
Fri
25
110
53
163
0
0
0
0%
0%
0%
Sat
26
56
0
56
1
0
1
2%
0%
1%
Tue Wed Thu

27
28
29
89
94
76
37
37
33
126 131 109
0
1
1
0
0
1
0
1
2
0% 1% 1%
0% 0% 3%
0% 1% 2%
Fri
27
83
38
121
7
0
7
8%
0%
4%
Fri
30
93
35
128
7
0
7
0%
0%
0%
Sat
31
86
0
86
0
0
0
0%
0%
0%
Intercom
Calls
256
Sat
28
45
0
45
1
0
1
2%
0%
1%
Sun Mon
29
30
0
94
0
0
37
0
131
0
0
1
0
0
0
1
0
0% 1% ####
0% 0% ####
0% 1% ####
intercom
Calls
256
0
256
Sun Mon
27
28
0
0
0
0
0
0
0
0
0
0
0
0
0% 0%
0% 0%
0% 0%
Tue Wed Thu

29
30
31
0
49
83
0
19
24
0
68
107
0
2
1
0
0
0
0
2
1
0% 0% 1%
0% 0% 0%
0% 0% 1%
Intercom
Calls
192
0
192
TOTAL
2120
803
3179
37
2
39
1.75%
0.25%
1.00%
TOTAL
2412
837
3249
106
6
72
4.39%
0.72%
2.56%
TOTAL
2354
735
3089
21
7
28
0.89%
0.95%
0.92%
Thu
21
87
37
124
0
0
0
0%
0%
0%
Fri
22
81
33
114
0
1
1
0%
3%
2%
Sat
23
59
0
59
0
0
0
0%
0%
0%
Sun Mon
24
25
0
96
0
39
0
135
0
9
0
0
0
9
0% 9%
0% 0%
0% 5%
Tue Wed Thu

26
27
28
68
91
119
27
45
33
95
136 152
2
0
5
0
0
0
2
0
5
3% 0% 4%
0% 0% 0%
1% 0% 2%
Fri
29
112
33
145
1
0
1
1%
0%
0%
Sat
30
69
0
69
0
0
0
0%
0%
0%
Sun
31
0
0
0
0
0
0
0%
0%
0%
Intercom
Calls
125
TOTAL
2168
742
3035
30
4
34
1.38%
0.54%
0.96%
Remarks
Remarks
Remarks
Remarks
Call Cen
Months
Items
Shifts
Shift 2
Shift 3
Total
Shift 2
Calls Abandoned
Shift 3
Total
% of Abandoned Calls Shift 2
Shift 3
Average Total %
Calls by shift
SEPT
Months
Items
Shift 2
Shift 3
Total
Shift 2
Calls Abandoned
Shift 3
Total
% of Abandoned Calls Shift 2
Shift 3
Average Total %
Calls by shift
OCT
Shifts
Mon
1
0
0
0
0
0
0
0%
0%
0%
Tue
2
98
27
125
1
0
1
1%
0%
0%
Wed Thu
3
4
71
84
49
26
120 110
0
0
0
0
0
0
0% 0%
0% 0%
0% 0%
Fri
5
67
40
107
0
0
0
0%
0%
0%
Sat
6
56
0
56
0
0
0
0%
0%
0%
Wed
1
66
21
87
3
0
3
5%
0%
2%
Thu
2
55
21
76
2
0
2
4%
0%
2%
Fri
3
77
48
125
2
0
2
3%
0%
1%
Sun
5
0
0
0
0
0
0
0%
0%
0%
Mon
6
0
0
0
0
0
0
0%
0%
0%
Sat
4
43
0
43
0
0
0
0%
0%
0%

Sun
7
0
0
0
0
0
0
0%
0%
0%
Mon
8
82
23
105
0
0
0
0%
0%
0%
Tue
9
91
39
130
0
0
0
0%
0%
0%
Wed
10
96
31
127
0
0
0
0%
0%
0%
Thu
11
102
33
135
4
0
4
4%
0%
2%
Fri
12
93
22
115
0
0
0
0%
0%
0%
Sat
13
72
0
72
1
0
1
1%
0%
1%
Sun
14
0
0
0
0
0
0
0%
0%
0%
Mon
15
89
30
119
1
0
1
1%
0%
1%
Tue
16
0
0
0
0
0
0
0%
0%
0%
Wed
17
73
26
99
2
0
2
0%
0%
0%
Thu
18
77
31
108
0
0
0
0%
0%
0%
Fri
19
75
26
101
0
0
0
0%
0%
0%
Sat
20
29
0
29
0
0
0
0%
0%
0%
Tue
7
78
35
113
5
0
5
6%
0%
3%
Wed
8
76
22
98
3
3
6
4%
14%
9%
Thu
9
72
27
99
0
0
0
0%
0%
0%
Fri
10
79
30
109
4
0
4
5%
0%
3%
Sat
11
44
1
45
1
0
1
2%
0%
1%
Sun
12
0
0
0
0
0
0
0%
0%
0%
Mon
13
70
39
109
0
0
0
0%
0%
0%
Tue
14
61
33
94
0
0
0
0%
0%
0%
Wed
15
62
19
81
1
0
1
2%
0%
1%
Thu
16
77
23
100
0
0
0
0%
0%
0%
Fri
17
70
26
96
0
0
0
0%
0%
0%
Sat
18
37
0
37
0
0
0
0%
0%
0%
Sun
19
0
0
0
0
0
0
0%
0%
0%
Mon
20
49
30
79
1
1
2
2%
3%
3%
Sun
21
0
0
0
0
0
0
0%
0%
0%
Mon
22
70
26
96
0
0
0
0%
0%
0%
Tue Wed Thu

23 24 25
79 88 90
30 23 21
109 111 111
0
1
7
0
0
0
0
1
7
0% 0% 8%
0% 0% 0%
0% 0% 4%
Fri
26
57
29
86
0
0
0
0%
0%
0%
Sat
27
46
0
46
0
0
0
0%
0%
0%
Sun Mon
28
29
0
71
0
31
0
102
0
0
0
0
0
0
0% 0%
0% 0%
0% 0%
Tue
30
57
32
89
0
2
2
0%
0%
0%
0
0
0
0
0
0
0%
0%
0%
Tue
21
76
18
94
0
0
0
0%
0%
0%
Wed
22
0
0
0
20
3
23
0%
0%
0%
Thu
23
71
37
108
0
0
0
0%
0%
0%
Sun Mon
26
27
0
80
0
22
0
102
0
1
0
0
0
1
0% 1%
0% 0%
0% 1%
Tue Wed
28
29
71 111
29
30
100 141
2
0
0
0
2
0
3% 0%
0% 0%
1% 0%
Thu
30
120
35
155
0
0
0
0%
0%
0%
Fri
31
106
31
137
1
0
1
1%
0%
0%
Fri
24
75
30
105
7
0
7
9%
0%
5%
Sat
25
0
0
0
0
0
0
0%
0%
0%
Intercom
Calls
256
Intercom
Calls
247
TOTAL Remarks
1813
595
2664
17
2
19
0.94%
0.34%
0.64%
TOTAL Remarks
1726
607
2580
53
7
60
3.07%
1.15%
2.11%
JANUARY 2014
TYPES OF CALLS
Container Info
TOTAL CALL
855
Vessel Info
Customs & OGA Info
726
386
Port Procedures
236
System info
155
Charges
586
TOTAL CALL
20%
29%
Container Info
Vessel Info
5%
Customs & OGA Info

Port Procedures
8%
System info
Charges
13%
25%
FEBRUARY 2014
TYPES OF CALLS
Container Info
Vessel Info
Customs & OGA Info
Port Procedures
System info
Charges
TOTAL CALL
849
660
253
159
137
455
TYPES OF CALLS
18%
34%
Container Info
Vessel Info
6%
Customs & OGA Info
Port Procedures
6%
System info
Charges
10%
26%
MARCH 2014
TYPES OF CALLS
Container Info
Vessel Info
Customs & OGA Info
Port Procedures
System info
TOTAL CALL
745
984
393
174
320
TYPE OF CALLS
7%
Charges
Others
7%
455
219
22%
14%
Container Info
Vessel Info
Customs & OGA Info
Port Procedures
10%
System info
Charges
5%
30%
Others
12%
APRIL 2014
TYPES OF CALLS
Container Info
Vessel Info
Customs & OGA Info
Port Procedures
System info
Charges
Others
TOTAL CALL
883
963
318
365
213
490
45
TYPES OF CALLS
1%
15%
7%
27%
Container Info
Vessel Info
Customs & OGA Info
Vessel Info
Customs & OGA Info
11%
Port Procedures
10%
29%
System info
Charges
Others
MAY 2014
TYPES OF CALLS
Container Info
Vessel Info
Customs & OGA Info
Port Procedures
System info
Charges
Others
TOTAL CALL
964
925
234
188
109
565
194
TYPES OF CALLS
6%
30%
18%
Container Info
Vessel Info
Customs & OGA Info
4%
6%
Port Procedures
7%
29%
System info
Charges
Others
Charges
Others
JUNE 2014
TYPES OF CALLS
Container Info
Vessel Info
Customs & OGA Info
Port Procedures
System info
Charges
Others
TOTAL CALL
894
1077
235
171
129
487
256
TOTAL CALL
Container Info
Customs & OGA Info
System info
Others
171
Vessel Info
Port Procedures
Charges
8%
28%
15%
4%
5%
7%
33%
JULY 2014
TYPES OF CALLS
Container Info
Vessel Info
Customs & OGA Info
Port Procedures
System info
Charges
Others
TOTAL CALL
830
1033
324
248
116
425
113
TYPES OF CALLS
4%
14%
27%
4%
Container Info
Vessel Info
8%
Customs & OGA Info

10%
Port Procedures
33%
System info
Charges
Others
AUGUST 2014
TYPES OF CALLS
Container Info
Vessel Info
TOTAL CALL
736
1050
TYPE OF CALLS
Container Info
Vessel Info
Customs & OGA Info
Customs & OGA Info

Port Procedures
System info
Charges
Others
253
136
117
618
125
Container Info
Vessel Info
Customs & OGA Info
Port Procedures
System info
Charges
Others
4%
3035
24%
20%
4%
5%
8%
35%
SEPTEMBER 2014
TYPES OF CALLS
Container Info
Vessel Info
Customs & OGA Info
Port Procedures
System info
Charges
Others
TOTAL CALL
592
854
300
144
147
529
98
TYPES OF CALLS
4%
20%
22%
Container Info
Vessel Info
Vessel Info
Customs & OGA Info
6%
Port Procedures
5%
32%
11%
System info
Charges
Others
OCTOBER 2014
TYPES OF CALLS
Container Info
Vessel Info
Customs & OGA Info
Port Procedures
System info
Charges
Others
TOTAL CALL
442
771
232
328
170
390
247
TYPE OF CALLS
Container Info
Vessel Info
Customs & OGA Info
System info
Charges
Others
9%
17%
15%
7%
30%
13%
9%
Port Procedures
9%
Container Info
Vessel Info
Customs & OGA Info

Port Procedures
System info
Charges
Container Info
Vessel Info
Customs & OGA Info
Port Procedures
System info
Charges
Container Info
Vessel Info
Customs & OGA Info
Port Procedures
System info
Charges
Others
Container Info
Vessel Info
Customs & OGA Info
Vessel Info
Customs & OGA Info
Port Procedures
System info
Charges
Others
Container Info
Vessel Info
Customs & OGA Info
Port Procedures
System info
Charges
Others
Charges
Others
Container Info
Vessel Info
Customs & OGA Info
Port Procedures
System info
Charges
Others
oms & OGA Info
oms & OGA Info
Container Info
Vessel Info
Vessel Info
Customs & OGA Info
Port Procedures
System info
Charges
Others
Port Procedures
JANUARY
2014
COMPANY
TOTAL OF CALLS
Westports
SKK PANTAS
Kornet Express Sdn Bhd
Lny Srimas
GLOBELINK Sdn Bhd
Kmr Freight & Forwarder
Tynamac Services
Wakil Penghantaran Bersatu
Lantas Bekal Sdn Bhd
Syarikat Ingin Maju Sdn Bhd
CNT LOGISTICS Sdn Bhd
STATE AGENCY Sdn Bhd
Jagat Forwarding Sdn Bhd
Lembaga Pelabuhan Kelang
New Sign Logistics Sdn Bhd
ZAFINA FORWARDING
EVER TRUST
Gemadept
Nanyang Forwarding
Penghantaran Tunas Raya
CONTINENTAL SHPG SVC
SYNCHRONIZE Sdn Bhd
Federal Shipping & Forwarding
Sentosa Forwarding Sdn Bhd
Kagayaku Logistics Sdn Bhd
131
60
59
42
41
37
35
35
32
30
29
29
28
27
27
26
25
25
24
24
23
23
22
22
20
SN Logistic Sdn. Bhd

Perwakilan Nakhoda
Central Forwarding
Nippon Express (M) Sdn Bhd
SATAKA FREIGHT
APRIL
COMPANY
WESTPORTS MALAYSIA
Tynamac Services Sdn Bhd
SAMSUNG SDS
SKK PANTAS FORWARDING AGENCIES
Federal Shipping & Forwarding Sdn Bhd
Lny Srimas Forwarding & Shipping Sdn. Bh
GLOBELINK CONTAINER LINE (M) SDN BHD
Yumaco Freight Sdn
Penghantaran Tunas Raya Sdn.Bhd
Gemadept (Malaysia) Sdn Bhd
Jagat Forwarding
HAZEE FORWARDING
Kagayaku Logistics
STATE AGENCY SDN BHD
Kmr Freight & Logistic Sdn. Bhd
Serene Fowarders
PACIFIC TANASHA
VENTHILL SDN.BHD
SS Forwarding (m)
Syarikat Ingin Maju
ZAFINA FORWARDING
Advance Maritime Sdn Bhd
SUPER FAST ON INT CORP
SYNCHRONIZE FREIGHT SDN. BHD
20
19
18
18
18
2014
TOTAL OF CALLS
114
83
57
42
41
40
35
33
32
31
30
29
28
28
27
25
23
22
22
21
21
21
19
19
19
Teguh Cemerlang
Trans West Sdn bhd
Tuck Sun & Co. Sdn
SEASON MARINE SDN.
UWL Malaysia Sdn.Bhd
JULY
18
18
18
17
17
2014
TOTAL OF CALLS
COMPANY
WESTPORTS MALAYSIA SDN BHD
88
54
Central Forwarding Agency S/B
51
Pelangi Forwarding Sdn. Bhd.
51
49
SAMSUNG SDS
41
Yumaco Freight Sdn
40
35
Syarikat Ingin Maju
34
Jagat Forwarding
31
Kornet Express Sdn
31
ZAFINA FORWARDING
30
HAZEE FORWARDING
29
29
SS Forwarding (m) Sdn Bhd
27
Federal Shipping & Forwarding Agency
Kmr Freight & Logistic Sdn. Bhd.
27
Lembaga Pelabuhan Klang
26
Seri Pertama Express Logistics (M) Sdn B
25
AFS FREIGHT FORWARDING
23
23
Arah Logistics (M)
22
Ajensi Perkapalan Insan Sdn Bhd
21
Angkutan Permai (M) Sdn Bhd
21
Azio Logistics Sdn
21
DNE Logistics Sdn
21
MIRAJ LOGISTICS
Penghantaran Tunas Raya Sdn.Bhd (Hq)
VENTHILL SDN.BHD
OCEAN TRACK LOGISTICS SDN. BHD.
OCTOBER
COMPANY
Westports Malaysia Sdn Bhd
Lny Srimas
Perwakilan Nakhoda Sdn Bhd
PACIFIC TANASHA
HAZEE FORWARDING Sdn Bhd
SS Forwarding (M) Sdn Bhd
UPT Forwarding
Lembaga Pelabuhan Kelang
Priority Synergy
Sea Associate Sdn Bhd
Jagat Forwarding
Advance Sdn Bhd
VIN-GLOBAL
Central Forwarding
SKK PANTAS
DNE Logistics Sdn
SETUGAS NIAGA SDN.
Bumi Ria Cemerlang
Trans West
Azio Logistics Sdn Bhd
SAMSUNG SDS Sdn Bhd
Kagayaku Logistics
21
21
21
20
20
2014
TOTAL OF CALLS
166
49
35
33
32
30
30
30
30
29
27
24
24
23
22
22
21
20
18
18
17
17
16
16
15
Kmr Freight &

New Sign Logistics
Nippon Express (M)
Nur Hardy
VENTHILL SDN.BHD
World Commerce
14
14
14
14
14
14
FEBRUARY
COMPANY
Westports
SAMSUNG SDS
Kornet Express Sdn
SYNCHRONIZE FREIGHT SDN. BHD
ZAFINA FORWARDING
Syarikat Ingin Maju
SATAKA FREIGHT
New Sign Logistics
Seri Pertama Express Logistics (M) Sdn
CNT LOGISTICS SDN
Siti Shipping & Forwarding Agency Sdn
HAZEE FORWARDING
PACIFIC TANASHA
WPC FORWARDING (M)
DYNAMIC FREIGHT
Interlient Forwarding (M) Sdn.Bhd
Kagayaku Logistics
DYNAMIC FREIGHT SDN BHD
OCEAN LINK EXPRESS
Penghantaran Tunas Raya Sdn.Bhd
MAY
COMPANY
WESTPORTS MALAYSIA
Kornet Express Sdn
PACIFIC TANASHA
SAMSUNG SDS
HAZEE FORWARDING
Kagayaku Logistics
Jagat Forwarding
Syarikat Ingin Maju
SS Forwarding (m)
UWL Malaysia Sdn.Bhd
New Sign Logistics
Trans West Sdn bhd
Pelangi Forwarding
Serene Fowarders
Bumi Ria Cemerlang
MIRAJ LOGISTICS
OCEAN TRACK
SUPER FAST ON INT CORP
Sea Associate Agency Sdn Bhd
SECURIFORCE LOGISTICS SDN. BHD
AUGUST
COMPANY
WESTPORTS MALAYSIA Sdn Bhd
PACIFIC TANASHA
SAMSUNG SDS
HAZEE FORWARDING
Central Forwarding Sdn bhd
Advance Maritime
Seri Pertama Forwardinf
DNE Logistics Sdn Bhd
SKK PANTAS
Jalur Emas Maritim
MIRAJ LOGISTICS
Perwakilan Nakhoda
Multi Seatrade
Azio Logistics Sdn Bhd
Syarikat Ingin Maju
Lantas Bekal Forwarding
TASCO BERHAD
AFS FREIGHT
Sea Associate
Yumaco Freight Sdn Bhd
Kagayaku Logistics
2014
TOTAL OF CALLS
117
65
46
35
27
26
26
26
25
25
25
24
22
21
19
19
18
18
18
17
17
17
16
15
15
15
14
14
14
14
2014
TOTAL OF CALLS
194
53
43
42
42
39
39
33
32
32
31
30
30
30
30
27
27
25
24
23
22
22
21
21
19
19
19
19
17
17
2014
TOTAL OF CALLS
100
70
53
46
38
38
35
35
33
32
31
28
28
27
27
26
26
26
24
24
23
22
22
21
21
20
19
19
18
17
MARCH
2014
COMPANY
TOTAL OF CALLS
106
84
84
77
47
45
44
42
41
39
36
35
35
32
28
27
26
25
25
25
24
23
22
22
21
Westports
SAMSUNG SDS
Westports Malaysia Sdn Bhd
Pelangi Forwarding
Syarikat Ingin Maju Sdn Bhd
VENTHILL SDN.BHD
Yumaco Freight Sdn Bhd
Lny Srimas
Sttate Agency Sdn Bhd
Central Forwarding Sdn Bhd
MIRAJ LOGISTICS
SKK PANTAS
Kagayaku Logistics
HAZEE FORWARDING
Kmr Freight & Forwarding
SATAKA FREIGHT
Wakil Penghantaran Bersatu
GLOBELINK
JST FORWARDING & Freight
Trans West Sdn bhd
D.H.I. TOTAL
SYNCHRONIZE SDN BHD
Teguh Cemerlang
Lantas Bekal Trading
Sea Associate
JUNE
COMPANY
WESTPORTS MALAYSIA SDN BHD
SAMSUNG SDS
Lny Srimas Forwarding & Shipping Sdn. Bhd
Kagayaku Logistics
Jagat Forwarding
GLOBELINK
HAZEE FORWARDING
Kmr Freight & Forwarder
MIRAJ LOGISTICS
SKK PANTAS
Central Forwarding
AFS FREIGHT
DNE Logistics Sdn Bhd
PACIFIC TANASHA
Syarikat Ingin Maju
Gemadept
Lantas Bekal
Trans West
ZAFINA FORWARDING
Priority Synergy
Advance Logistics
20
20
20
19
19
2014
TOTAL OF CALLS
126
56
55
47
47
45
43
41
34
34
34
34
34
33
31
31
29
29
27
26
25
24
24
23
21
GELOMBANG DINAMIK
RJH Consultants
DELPHIS FREIGHT & Forwarding
Max Freight
OCEAN TRACK
SEPTEMBER
COMPANY
WESTPORTS MALAYSIA
Kornet Express Sdn
Lny Srimas Forwarding & Shipping Sdn. Bhd
SS Forwarding (m)
PACIFIC TANASHA
Central Forwarding Sdn bhd
Syarikat Ingin Maju
UPT Forwarding & Transport Sdn Bhd
Yumaco Freight Sdn
SAMSUNG SDS
Bumi Ria Cemerlang Sdn.Bhd
HAZEE FORWARDING AGENCY & TRADING
Seri Pertama Express Logistics (M) Sdn B
Priority Synergy Sdn Bhd
DNE Logistics Sdn
Lenang Maju Sdn.
VESCO-MTO (M) SB.
WORLDTRANS FREIGHT
JST FORWARDING & SHIPPING
21
20
19
19
19
2014
TOTAL OF CALLS
89
53
49
35
34
33
31
30
29
28
26
26
25
24
24
23
22
22
20
19
18
18
18
17
17
Sea Associate Agency Sdn Bhd

Trans West Shipping Sdn Bhd
SDV Sunshipping Sdn Bhd
MIRAJ LOGISTICS (M) SDN BHD
17
16
15
15
14

MonthlyCall Centre Report October 2014

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MonthlyCall Centre Report October 2014

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Call Centre Summar

Others -Not recorded

Total Call Answered

Calls Recorded in SAP

Total Call Answered

Total Call Abandoned

Total Call Abandoned

Department Objective (<)

Number of Calls Reco

Number of Hours Wor

Average Calls Answered Per H

Total Average Calls Per Hour

Call Centre Summary Report 2014

Number of Calls Recorded in SAP

Number of Hours Worked Monthly

verage Calls Answered Per Hour (CPH)

performance for the month.

Tue Wed Thu

Tue Wed Thu

Sun Mon Tue Wed

Sun Mon Tue Wed

Sun Mon Tue

Sun Mon Tue

Sun Mon Tue Wed Thu

Sun Mon Tue

Tue Wed Thu

Sun Mon Tue Wed

Sun Mon Tue Wed Thu

Sat Sun Mon

Sun Mon Tue Wed Thu

Sun Mon Tue

Sun Mon Tue Wed Thu

Sun Mon Tue Wed Thu

Sun Mon Tue Wed

Sun Mon Tue Wed Thu

Sun Mon Tue

Sun Mon Tue Wed Thu

Tue Wed Thu

Tue Wed Thu

Sun Mon Tue Wed

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Call Center Monthly Report 2014

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