- Lost Calls
- Phone Wait Time
- Documentation Accuracy
- Documentation Completion Rate
- Invoicing Speed
- Invoicing Accuracy
- Booking Turn Time
- Email Response Time
- Rate Quotation Speed
- Service Recovery
The Prompt Response: Email Response Time
The percentage of emails responded to within four hours. When an email is received by MOL documentation and MOL booking change email boxes, it will be answered and a time stamp is affixed
Achieve an email response rate of 95%.
MOL Action Plan:
August 2017. The 91% result is another noteworthy improvement toward reaching the 95% target.
July 2017. The 90% result is a strong improvement toward our target compared to June 2017. Performance is due to reduced call volume allowing more time for staff to respond to emails.
June 2017. The 87% result is a significant improved compared with the May 2017 result and is due to reduced call volume allowing more time for staff to respond to emails.
May 2017. The 73% result is a significant decrease compared with the April 2017 result due to a substantial increase in the number of emails and phone calls received. Due to the increases, MOL prioritized the phone calls and made a good improvement in the phone wait time KPI result in May 2017. We will continue with on the floor training to improve email response times.
April 2017. The 77% result is a slight increase compared with the March 2017 result.
March 2017. The 88% result is a slight increase compared with the February 2017 result.
February 2017. The 84% result was a slight decrease compared with the January 2017 result.
January 2017. The 87% result was a slight increase toward the target compared with the December 2016 result.
December 2016. The 86% result was a slight increase compared with the November 2016 result and we expect to reach the target again soon.
November 2016. The 85% result was a slight increase compared with the October 2016 result but also fell well short of the target.
October 2016. The 84% result again missed the target primarily due to the increased volume.
September 2016. The 90% result missed the target primarily due to a significant increase in volume. We regularly review the allocation of staff in order to meet customer needs.
August 2016. The result was 96% for the fourth straight month and exceeded the target.
July 2016. The result was 96% for the third straight month and exceeded the target.
June 2016. We matched last months 96% result and achieved the target.
May 2016. We achieved the target with a result of 96%.
April 2016. We missed the target again with a result of 91%.
March 2016. We missed the target with a result of 91%.
February 2016. The performance has been steady and we surpassed the target with a result of 98%.
January 2016. We surpassed the target with a result of 98%, which is also an improvement compared to December 2015.
December 2015. We surpassed the target with a result of 96%.
November 2015. Although we missed the target, the 91% result only a slight decline from the October 2015 result and establishes consistency for our email response times. We are working hard to further improve the results.
October 2015. Although we missed the target, the 92% result was a significant improvement compared to September 2015 and we anticipate further improvements.
September 2015. 83% of email responses were completed within four hours and improvement has been steady throughout the month. We have established some additional rules in order to focus on emails that require a response. Team leads and managers are responsible for re-assigning personnel whenever there is a spike in email volume.