What are the factors that affect support cost (as a % of GB)? Show in a diagram

Based on the dataset, what are the specific factors that led your region to miss your budget (as a % of GB)?

The CommOps director feels that the team can still be more efficient and is looking to further reduce the CPC targets. Do you think this is the right direction to take? If yes, how would you achieve a lower CPC? If not, why not?

Home Insert Draw Page Layout Formulas Data Review View Tell me Share Comments Helvetica Neue 12 FA 29 Wrap Text General H hy Insert x Delete Format 27.0 FO PARTA B I U - E Marge Canter $% Conditional Format Cell Formatting as Table Styles Sort & Filter Find & Select Sarativity Analyze Data B21 x fx Phone A B C D E F H 1 J K L 151 1 2 4 17.355 15,258 17,295 14 16,809 $262,128 19.401 $291,016 2,045 24 210 $296,923 2,197 14,522 $196,790 S224.848 $19 B $200,21a 1.922 11.07 2003 2,350 1.449 Support Metrics (regional level, multiple countries) Completed Trips Successful orders from the point of request to delivery of food items for Green Rockirge Gross Revenue from completed ordera Tata Contacts Customar ar partner saues that Uber needs to sche * Contact Rate (CR) Total contacts divided by completed trips Summary Cat per contact (CRC) Alandade of solving ane carte Total cost divided by cated Costas or U Total Cost $) divided by Gross Bookings Cost ($1 Total Commons cost typically includes sont cost cost of saling tickets and managemen casta 1. 1 7 9.50% $8.00 7. 11.50 $7.98 S213.611 2,743 17.9846 $5.00 7.45% 8 10.54 $6.82 4.65% $13,531 $8.45 4.76% 101.9654 $6.62 4.00% 13.5946 $8.79 7.10% $10.69 8.29% S1 8. B 9 5.07% 6.26% $15,767 $12,365 314.541 $15,912 S15,980 $15,471 $1! 10 Overal CSAT 11 lowest highest 4.10 3.80 3.96 4.35 9.94 9.44 3.67 3.75 4 4 11 Emal Cantams 1.229 1,183 1,257 12 851 1,150 9 70% 13 4554 7 7236 * 15 resp. 1 hours Laghendetineming 1.152 63% 11.96 18.18 60% 1050 10.58 11.050 85% 11.83 -724 1721 1.48 65% 11.93 14 10.44 11.61 11.74 10 15 Log.eso sme im na 19.68 18.00 21.19 21.59 18 20 18.20 11 13.01 119 1.29 16 Email pero 1.52 2.63 1.86 1.98 1 " OU TPH 17 4.81 2.05 3 3.49 . $4.30 3.30 wa M $4.54 4. 8.61 2.83 4.02 $5.30 2.7a . $5.40 39.90 18 Moric used to delire Customer Silection. Overal OSAT is the weighted wegges of CSAT surveys with a score of highes: ard 1 as lowest All customer contacts receved via emal one posable suport channel % of all email contacts responded within 8 hours Average time in minute per me odviseponse Average time in minutes to resolve an emal contact it of toutes' responses per contact Tickets acted divided by hours word by a IAM wanneer Coat of solving and email contact. Total cost divided by contacts Semne definition as above but fur email contacts Number of contact with CSAT sanaa Mpante Il customer partner contacts receved via phone ione pozable support channel Phone contact that were hended by an Uber Phane contata at were not handed or dropped Mwerage time in minutes to resolve a phone contact % of Ptone antece pick-up witin 20 Tidata solve divided by hours word Pressan.mathstralsrente and handling incoming cak $325 we 3.99 $4.92 14.82 8.90 1 3.70 . $4.05 4.0 3.777 S . 3 4.11 3.26 Cost par Contact (CPC" - Emal Overal CSAT 11 luwt, high wa Survey Respon Phoro Contacts 19 20 220 246 227 210 251 233 170 1 851 593 21 985 1.188 1,014 1.200 598 22 Phoreland 796 617 900 AP 1,042 1.DAT 528 ! * Abandoned 11.00% 29.08% 10 8.48% 13.25 12.00 12.73 9.50% 13.27 24 9.55% 1240 95% % 13.19 12.63 11.71% 12.08 95% % 12 90% 87% 87% 7994 BOS 1454 9 og handle time min) Xw2028 Phone ITPH la RITA C]cn.nvera Ash Case Study Data + 26 1.97 2.36 2.99 3.17 3.29 3.10 2.34 1 1 4257 5999 A1 894 A7 2154 F9394 F8 = % 17 1nes 92 Ready IEL + + 100% Home Insert Draw Page Layout Formulas Data Review View Tell me Share Comments Helvetica Neue 12 FA 29 Wrap Text General H hy Insert x Delete Format 27.0 FO PARTA B I U - E Marge Canter $% Conditional Format Cell Formatting as Table Styles Sort & Filter Find & Select Sarativity Analyze Data B21 x fx Phone A B C D E F H 1 J K L 151 1 2 4 17.355 15,258 17,295 14 16,809 $262,128 19.401 $291,016 2,045 24 210 $296,923 2,197 14,522 $196,790 S224.848 $19 B $200,21a 1.922 11.07 2003 2,350 1.449 Support Metrics (regional level, multiple countries) Completed Trips Successful orders from the point of request to delivery of food items for Green Rockirge Gross Revenue from completed ordera Tata Contacts Customar ar partner saues that Uber needs to sche * Contact Rate (CR) Total contacts divided by completed trips Summary Cat per contact (CRC) Alandade of solving ane carte Total cost divided by cated Costas or U Total Cost $) divided by Gross Bookings Cost ($1 Total Commons cost typically includes sont cost cost of saling tickets and managemen casta 1. 1 7 9.50% $8.00 7. 11.50 $7.98 S213.611 2,743 17.9846 $5.00 7.45% 8 10.54 $6.82 4.65% $13,531 $8.45 4.76% 101.9654 $6.62 4.00% 13.5946 $8.79 7.10% $10.69 8.29% S1 8. B 9 5.07% 6.26% $15,767 $12,365 314.541 $15,912 S15,980 $15,471 $1! 10 Overal CSAT 11 lowest highest 4.10 3.80 3.96 4.35 9.94 9.44 3.67 3.75 4 4 11 Emal Cantams 1.229 1,183 1,257 12 851 1,150 9 70% 13 4554 7 7236 * 15 resp. 1 hours Laghendetineming 1.152 63% 11.96 18.18 60% 1050 10.58 11.050 85% 11.83 -724 1721 1.48 65% 11.93 14 10.44 11.61 11.74 10 15 Log.eso sme im na 19.68 18.00 21.19 21.59 18 20 18.20 11 13.01 119 1.29 16 Email pero 1.52 2.63 1.86 1.98 1 " OU TPH 17 4.81 2.05 3 3.49 . $4.30 3.30 wa M $4.54 4. 8.61 2.83 4.02 $5.30 2.7a . $5.40 39.90 18 Moric used to delire Customer Silection. Overal OSAT is the weighted wegges of CSAT surveys with a score of highes: ard 1 as lowest All customer contacts receved via emal one posable suport channel % of all email contacts responded within 8 hours Average time in minute per me odviseponse Average time in minutes to resolve an emal contact it of toutes' responses per contact Tickets acted divided by hours word by a IAM wanneer Coat of solving and email contact. Total cost divided by contacts Semne definition as above but fur email contacts Number of contact with CSAT sanaa Mpante Il customer partner contacts receved via phone ione pozable support channel Phone contact that were hended by an Uber Phane contata at were not handed or dropped Mwerage time in minutes to resolve a phone contact % of Ptone antece pick-up witin 20 Tidata solve divided by hours word Pressan.mathstralsrente and handling incoming cak $325 we 3.99 $4.92 14.82 8.90 1 3.70 . $4.05 4.0 3.777 S . 3 4.11 3.26 Cost par Contact (CPC" - Emal Overal CSAT 11 luwt, high wa Survey Respon Phoro Contacts 19 20 220 246 227 210 251 233 170 1 851 593 21 985 1.188 1,014 1.200 598 22 Phoreland 796 617 900 AP 1,042 1.DAT 528 ! * Abandoned 11.00% 29.08% 10 8.48% 13.25 12.00 12.73 9.50% 13.27 24 9.55% 1240 95% % 13.19 12.63 11.71% 12.08 95% % 12 90% 87% 87% 7994 BOS 1454 9 og handle time min) Xw2028 Phone ITPH la RITA C]cn.nvera Ash Case Study Data + 26 1.97 2.36 2.99 3.17 3.29 3.10 2.34 1 1 4257 5999 A1 894 A7 2154 F9394 F8 = % 17 1nes 92 Ready IEL + + 100%