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Lost Calls

For Asia, MOL measures the percentage of calls lost in the Automatic Call Distribution (ACD) system of the Customer Service Export Booking Department of MOL (Singapore) on a monthly basis. For North America, MOL measures the monthly percentage of calls lost in the phone system. Lost calls are defined as any call in which the customer did not connect with a live person or otherwise hung up the phone prior to such connection.

MOL Target:
Keep this percentage below 2%.

MOL Action Plan:

2017 Asia Results

February 2017. The result of 7% in February 2017 is an improvement compared to results of 12% in January 2017. We are working hard to improve the result and expect to achieve the target soon.

January 2017. The result of 12% in January 2017 is a regression compared to the result of 8% in December 2016. The regression was largely a result of limited customer service staffing to handle more than 5,500 calls in December 2016.

2016 Asia Results

December 2016. The result of 8% is improved slightly compared with results from November 2016.

November 2016. The performance improved slightly to 9% compared to October 2016, although we still missed the target due to the high call volumes and limited customer service staffing. For example, the number of calls increased from 4,391 in May 2016 to 6,635 in November 2016. Also, we have had a high staff turn-over from May 2016 which negatively impacted call quality and lost calls. We are working hard to improve the result and expect it to stabilize soon.

October 2016. The performance regressed to 10% compared to September 2016.

September 2016. The result improved significantly from 14% in August 2016 to 8% in September 2016. Although we are still missing the target, we are working to further improve our performance and get closer to the target.

August 2016. We are still missing the target in August and we investigated the reason of the regression. The primary reason was the result of a telephone line outage with our vendor. Some calls were not directed to our customer representatives which negatively impacted lost calls. We are working with our vendor and expect the system to be stabilized quickly.

July 2016. We continued to miss the target and we are working hard to improve the results. Our performance further regressed to 8.9%. The regression was largely a result from limited customer service staffing to handle more than 5,500 calls in July. We will continue to hire additional customer service representatives and we anticipate performance to stabilize quickly.

June 2016. Our performance slipped again compared to May due to the high call volumes and limited customer staffing in June. We will hire some additional customer service representatives and the performance is expected to stabilize quickly.

May 2016. Unfortunately, we missed the target again. The primary reason for the 4% result was due a phone outage for 75 minutes on May 30 which negatively impacted call quality and lost calls. Other factors were higher call volumes and limited customer service staffing.

April 2016. We fell short of the target for the first time since the new measurement of the call system in June 2015. The regression was largely a result from limited customer service staffing. Our performance is expected to stabilize quickly.

March 2016. We continue to achieve the target with a result of 1.10% and we expect to maintain a similar level in future months.

February 2016. More staff returned to work after the Chinese New Year holiday and this was reflected in a slight improvement to 1.20% lost calls in February 2016.

January 2016. The result of 1.80% is slipped compared to December 2015 due to limited customer service staffing in advane of the Chinese New year holiday.

2015 Asia Results

December 2015. The result of 1.20% slipped compared to results from November 2015 due to limited customer service staffing before the Christmas holiday.

November 2015. The result of 0.8% is improved compared to results from October 2015.

October 2015.   The performance slipped to 1.45% compared to September due to limited customer service staffing (many staff were on year-end vacation).  

September 2015.  The performance improved slightly to 0.8%.   

August 2015.  The performance slipped slightly to 1% compared to July. The regression was largely a result from limited customer service staffing in August. 

July 2015. The result of 0.6% in July is the best result since the establishment of the call system. It is attributed to the continuous support of staff in the call center handling the calls from customers. We seek to maintain this performance.

June 2015. We met the target with a result of 1.3% in June. We have adjusted the system measurement based on what we can realistically achieve by setting one abandoned call after three rings (approximately 10 seconds). The previous system measurement was set to read the abandoned calls after one ring (approximately 3 seconds). With this new measurement, we anticipate performance to stabilize in the coming months.

May 2015. We missed the target. Our performance slipped compared to April 2015 due to a continued increase in call volume. We anticipate performance to stabilize in the coming months.

April 2015. We improved compared to March and made slight progres towards our target.

March 2015. We missed the target. Our performance slipped compared to February due to the high call volumes in March. We continue to realign our customer service assets and we anticipate performance to stablize in the future.

February 2015. The pleasing result of 1.98% is attributed to the continuous support of staff in the call center. We met the target and it has been significantly improved to the best result since August 2014.

January 2015. The year began with improvement compared to December 2014. More staff returned to work after the Christmas holiday and this was reflected in a slight improvement to 3% lost calls in January. We will work to further improve our customer service performance in order to reach the 2% lost call target.

2014 Asia Results

December 2014. We missed the target. Our performance slipped compared to November and recorded 4.55% lost calls in December. The regression was largely resulted from the limited customer service staffing before the Christmas holiday (many staff were on vacation). Another factor is the call volume was very high before the holiday. As our staff resumed to work after the holiday, we expect an improvement in January 2015.

November 2014. The result of 2.30% and we will keep focused to meet the target of no more than 2% lost calls.

October 2014. The result of 2.29% is improved compared to results from September 2014 due to the continuous support of staff in the call center. We will keep focused to improve our performance to meet the target.

September 2014. The result of 3.23% is up compared to results from August 2014, but we will continue to work to improve our performance.

August 2014. The result of 2.20% fell short of the target but we will continue to work to improve our performance.

July 2014. As a result of continued realignment of staff support in the call center, the result further improved from June (2.88%) to July (1.79%). It is the first time we met the target of no more than 2% lost calls.

June 2014. The 2.88% result is reflective of the earlier staff support realignment. Although the percentage is slightly higher than in May, we will work to further improve our performance to get closer to the 2% lost call target.

May 2014. As a result of further realignment of staff support in the call center of the Customer Service Export Booking Department in Singapore, the result improved significantly from April (4.36%) to May (2.29%). This is the best result since the establishment of the call system. While we are getting close to our target of losing no more than 2% of total calls, we will work to further improve it.

January-April 2014. The call system was set up at the end of 2013. Although we fell short of the targets for the first few months since its establishment, we will work to further improve it.

2017 North America Results

January 2017. The performance (5.5%) slipped slightly due to an increase in export call volume compared to significant improvements in December 2016.

February 2017. The performance (8.4%) decreased due to an increase of export call duration from January 2017.

March 2017. The performance (3.6%) decreased from February 2017.

2016 North America Results

December 2016. The performance (4.90%) missed the target but showed significant improvements compared with the past two months.

November 2016. The performance (12.70%) missed the target due to the continued high call volumes.

October 2016. The performance (12.80%) worsened and again missed the target - for many of the same reasons as in September 2016. We continue to work hard to improve the situation.

September 2016. The performance (3.90%) missed the target primarily as a result of a significant increase in volume that caused delayed responses to email inquiries and a subsequent increase in call volume. For example, an increase in calls increased the wait time. Thus, some customers would call, hang up, send an email, and then call again, often in rapid success. We understand the frustration and we are regularly reviewing the allocation of staff in order to meet customer needs and handle the increased volume.

August 2016. The performance (1.65%) slipped slightly compared to last month.

July 2016. The performance (1.60%) improved compared to last month.

June 2016. The performance (1.95%) was steady compared to previous months.

May 2016. The performance (1.96%) slipped compared to previous months but we are still achieving the target.

April 2016. The performance (1.80%) slipped compared to previous months but is still meeting the target. The increase in lost calls was the result of multiple personnel absences. A combination of illnesses, vacation, and a vessel/port tour led to 8 staff members out for three days. We expect performance to improve in May 2016.

March 2016. The performance (0.35%) is steady and is meeting the target.

February 2016. The performance (0.42%) is steady and is meeting the target.

January 2016. The performance (0.46%) is steady and is meeting the target.

2015 North America Results.

December 2015. The performance improved tremendously to 0.40% and is meeting the target. As a result of upgrading our phone system, customers have experienced improved performance.

November 2015. The performance improved to 2.64% but is still not meeting the target.

October 2015. The performance improved to 2.74% but is still not meeting the target.

September 2015. The performance slipped again to 2.92%, due to an increase in calls. Managers have made adjustments for when agents are placed in the call system and this change is expected to decrease the lost call percentage.

August 2015. The performance slipped slightly to 2.4%. The regression was largely a result from limited customer service staffing in August during our transition to the new Shipment Management Center. Our performance is expected to stabilize quickly.    

July 2015. Although we missed the target, our performance has stabilized around the 2% target.

June 2015. We achieved the target with a result of 1.98% and expect to maintain a similar level in future months.

May 2015. Although we missed the target, our performance improved significantly compared to April and we nearly achieved the target. We believe that the results will stabilize in the coming months.

April 2015. Although we missed the target, our performanced improved significantly compared to March and we believe that the results will stabilize in the coming months.

March 2015. We missed the target. Our performance slipped slightly compared to February 2015 due to continued high call volumes. We have made some further adjustments to customer service assets and expect the result to improve in the future.

February 2015. We missed the target. Our performance improved slightly compared to January 2015.  However, due to continued high call volumes, the performance is missing our target. We continue to re-align our customer service assets and we anticipate performance to stablize in the future.

January 2015. We missed the target. Our performance slipped comared to December 2014 due to a continued increase in call volume. We continue to re-align our customer service assets and we anticipate performance to stablize in the future.

2014 North America Results

December 2014. We missed the target. Our performance slipped compared to November due to a continued increase in call volume. We are re-aligning customer service assets and expect to see improvement in the future.

November 2014. We missed the target. Our performance slipped compared to October due to a continued increase in call volume.

October 2014. We missed the target. Our performance slipped compared to September due to a significant increase in call volume.

September 2014. We missed the target. Our performance slipped compared to August due to an increase in call volume. We have hired some additional customer service respresentatives for our busier workgroups in order to assist with the overflow.

August 2014. We missed the target slightly. We have adjusted some customer service respresentative schedules to cover peak times of the day.

July 2014. We continued to achieve the target, although the result slightly regressed from June 2014.

June 2014. We improved the result to the best result since November 2013.

May 2014. We improved the results and met the target.

April 2014. We missed the target again and we are working to improve the results.

March 2014. We missed the target again and we are working hard to improve the results.The primary reason for lost calls in March were attributed to higher call volumes, some staffing issues, and some network and internet issues. We experienced phone outages for two days resulting in excess of 100 abandoned calls.

February 2014. We fell short of the target for the first time since March 2013 but will work to improve it.

January 2014. We continued to meet the target, and the 1.63% result was an improvement from the December 2013 result.

2013 North America Results

December 2013. We continued to meet the target, although the 1.74% result was slightly higher than November.

November 2013. We continued to meet the target with a result of 1.32%.

October 2013. We continued to meet the target. The result held steady from September (1.22%) to October (1.22%).

September 2013. We continued to meet the target. The result improved slightly from August (1.28%) to September (1.22%).

August 2013. We continued to meet the target. However, the result did regress slightly from July to August (1.28%).

July 2013. We continued to meet the target with a strong 1.04% result and improved to the best result since September 2012 (0.99%).

June 2013. We continued to meet the target and improved to the best result since October 2012.

May 2013. There was an increase in lost calls due to major network outages for three hours on Friday, May 17 and also sporadic outages in the morning of Friday, May 31 due an MOL server move. We still met our target.

April 2013. We met the target.

March 2013. Unfortunately, we had not met our target due to month long problems with our Verizon network which negatively impacted call quality and lost calls. Another factor in the result was that call volume was very high on Good Friday, a holiday in which we had limited customer service staffing.

February 2013. There was further improvement in February.

January 2013. Our performance in January 2013 was a strong mprovement compared to December 2012.

2012 North America Results

For most of 2012, our lost call performance continued to improve. We handled reduced call volumes in September versus August, and thus, our lost calls decreased slightly from 1.16% to 0.99%. In November and December 2012, we handled increased call volume due to Hurricane Sandy and a labor strike, and therefore the lost call performance regressed. The holidays also impacted the result. However, we have continued to meet our initial goal of losing no more than 2% of total calls for nearly every month.

We monitor our call volume on a daily basis. We break down our measurements into four hour increments to determine if there are any daily patterns that emerge and we re-assign assets if necessary. If we achieve the 2% standard throughout 2012 and 2013, we may consider adjusting the standard lower if it can be done without having unintened consequences for other customer service goals. Our managers and supervisors monitor the queue to ensure personnel are in the proper status and will handle calls on an as-needed basis. If we do not achieve the 2% standard, then we will adjust our work schedules to cover the areas of higher call demand which have been identified. We are currently developing technology that will provide visibility to all frontline customer service representatives.

Asia Lost Calls Asia Lost Calls North America

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