Dashboard & BI Requirements Design

Here is a template and an example for Dashboard & BI Requirements Design:

 

Vision:

Optimize profit by optimizing lead funneling process: Reduce Costs. Increase Profit.

 

Sub-Objectives:

Lead Source Optimization Marketing Optimization Call Center Optimization Future: Call Center Internal Optimization
Actor Lead Manager Campaign Director Campaign Director Internal Call Center Manager
Objectives Choose best and eliminate worse lead source providers. Choose best and eliminate worse marketing campaigns as identified by: Mail designs, Countries, Dates. Send calls to the best and reduce load/eliminate worsecall centers. Identify best agents least performing agents
Importance – Profit (relative to the existing tools) Currently manager is using 40% of their time performing these tasks. This is equal to X$ per week 4X$ per month. Currently manager is using 30% of their time performing these tasks. This is equal to X$ per week 4X$ per month. Currently manager is using 10% of their time performing these tasks. This is equal to X$ per week 4X$ per month. Existing report has a low precision. Thus performing low quality decisions.
Questions Objectives What are the best and worst lead source providers What are the best and worst postcard designs.

What are the best and worst countries to target.

What are the best and worst  to target.

in terms of response rate and conversion rate.

What are the best and worst call centers in terms of answer rate | abandon rate and conversion rate. How does a call center compare to the average in terms of:
Who is the best and worst agents in terms of conversion rate.
Solution Compare Lead Sources Provider and lists

by response rate and conversion rate,

across various drops and drop date.

Compare postcard design.

by response rate and conversion rate

 

, country, BillingPlan, etc.)
by costs, response rate and conversion rate,
across various call date and time hierarchies.

 

Reduce Acquisition Cost

Benchmark Acquisition sources

by abandon, answer rate, and conversion rate.

across various date and time hierarchies.

Compare agents against other agents by

And the center as a whole against other centers, by conversion rate,

KPIs CPA:

Lead cost per mailing.

Response Rate

Conversion Rate

CPA:

Marketing Campaign costs per mailing.

Response Rate

Conversion Rate

CPA:
Abandon Rate
Answer Rate
Conversion RateAcquisition Source Cost per acquisition
Waiting time

Talk time
Conversion Rate

 

 

All KPIs are bench-marked against the average in the center and across centers.

Underlying measures Lead Costs.

Number of mailings.

Number of calls.

Number of answers.

Number of sales.

Campaign Marketing costs.

Number of mailings.

Number of calls.

Number of answers.

Number of sales.

Number of calls.

Number of answers.

Number of sales.

Acquisition Source Cost per acquisition

 

 

Number of answers.

Number of sales.

Analysis Dimensions
(Comparison attributes)
Lead Source (Coop field).

Lead List (List field).

Campaign (TFN, Country, Coop, List, Segment, Creative, acquisition Source, model number)..

Campaign Date and Time*.

Acquisition (Call) Date and Time*.

Lead Source.

Marketing Campaign Drop (TFN, Country, Creative, model number).

Campaign Date and Time*.

Acquisition (Call) Date and Time*.

Acquisition (Call) center Date and Time*. Agent. Call Date and time.
Dashboard Lead cost per mailing.

Response Rate

Conversion Rate

By: Lead Source. Campaign Date time.

Response Rate

Conversion Rate

By: Marketing Campaign. Campaign Date time.

Answer/Abandon Rate

Conversion Rate

By: Call center. Call Date and time*.

Waiting time

Talk time
Conversion Rate
Abandon rate once the call center routing data is available.
By: Agent. Call Date and time.

 

 

Reports Drill down dashboard by: Campaign and Call Center.

2 Reports to compare 2 lead sources potentially for different drop dates.

Drill down dashboard by: Lead Source and Call Center. Drill down dashboard by: Date and time*. Drill by: Call Date and Time.

 

* Date and Time:

Hour of the Day

Day of the week

Day of the month

Month of the year.

Quarter of the year.

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