Spreadsheet: 491122d1480330730-in-pivot-lornalouw
Sheet: SSCC - GROUPED DETAIL 

FNB Sales and Service Contact Centre
Call Transfer Summary for the Period: 201610
Sales |  |  |  | * only displaying values > 3%
Skill Group | Destination | Calls Answered | Calls Transferred | % - Trf /  Volume | % - Trf / Total Volume | %  - Trf / Answer | %  - Trf /  Total Answer
DIRECT SALES BALANCE TRANS | BALANCE TRANSFERS | 289 | 5 | 1 | 0.02145922746781116 | 0.01730103806228374 | 8.471273910170612e-05
ISLAMIC DIRECT | CC INVESTMENT | 546 | 1 | 1 | 0.004291845493562232 | 0.001831501831501832 | 1.694254782034122e-05
KULULA CARD SALES | KULULA CARD | 115 | 1 | 1 | 0.004291845493562232 | 0.008695652173913044 | 1.694254782034122e-05
FNB LIFE RISK INBOUND | TRAVEL INSURANCE | 197 | 1 | 1 | 0.004291845493562232 | 0.005076142131979695 | 1.694254782034122e-05
OD REFERRALS | OVERDRAFTS | 1699 | 12 | 0.8 | 0.05150214592274678 | 0.007062978222483814 | 0.0002033105738440947
RETENTION PREMA | CARD RETENTIONS | 6523 | 19 | 0.76 | 0.0815450643776824 | 0.002912770197761766 | 0.0003219084085864833
FNB INSURANCE SALES | HL - NEW BUSINESS SALES | 5260 | 1 | 0.5 | 0.004291845493562232 | 0.0001901140684410646 | 1.694254782034122e-05
FNB INSURANCE SALES | ONLINE ASSISTANCE | 5260 | 1 | 0.5 | 0.004291845493562232 | 0.0001901140684410646 | 1.694254782034122e-05
DS FULFILMENT SUPPORT | TELEPHONE BANKING/TRANSACTIONAL BANKING | 2495 | 5 | 0.4166666666666667 | 0.02145922746781116 | 0.002004008016032064 | 8.471273910170612e-05
FNB DIRECT CARD – LIMITS AND UPGRADES | CC FNB CREDIT CARD | 13963 | 34 | 0.34 | 0.1459227467811159 | 0.002435006803695481 | 0.0005760466258916015
NEW BUSINESS | BUSINESS BANKING | 1156 | 1 | 0.3333333333333333 | 0.004291845493562232 | 0.0008650519031141869 | 1.694254782034122e-05
FAST APP | BUSINESS BANKING - NEW ACCOUNTS | 1679 | 1 | 0.3333333333333333 | 0.004291845493562232 | 0.0005955926146515784 | 1.694254782034122e-05
FAST APP | BUSINESS BANKING DESK - NEW NUMBER | 1679 | 1 | 0.3333333333333333 | 0.004291845493562232 | 0.0005955926146515784 | 1.694254782034122e-05
NEW BUSINESS | BUSINESS BANKING DESK - NEW NUMBER | 1156 | 1 | 0.3333333333333333 | 0.004291845493562232 | 0.0008650519031141869 | 1.694254782034122e-05
NEW BUSINESS | BUSINESS CREDIT CARDS | 1156 | 1 | 0.3333333333333333 | 0.004291845493562232 | 0.0008650519031141869 | 1.694254782034122e-05
FAST APP | CREDIT CARD NEW APPLICATION | 1679 | 1 | 0.3333333333333333 | 0.004291845493562232 | 0.0005955926146515784 | 1.694254782034122e-05
DS FULFILMENT SUPPORT | [NAME] AND SUPPORT | 2495 | 3 | 0.25 | 0.0128755364806867 | 0.001202404809619238 | 5.082764346102367e-05
DS FAST APP (CISS) | CREDIT CARD NEW APPLICATION | 24405 | 15 | 0.2307692307692308 | 0.06437768240343347 | 0.0006146281499692685 | 0.0002541382173051183
DS FAST APP (CISS) | FAST APPLICATION SALES | 24405 | 10 | 0.1538461538461539 | 0.04291845493562232 | 0.0004097520999795124 | 0.0001694254782034122
DS FAST APP (CISS) | TELEPHONE BANKING/TRANSACTIONAL BANKING | 24405 | 10 | 0.1538461538461539 | 0.04291845493562232 | 0.0004097520999795124 | 0.0001694254782034122
OD REFERRALS | TELEPHONE BANKING/TRANSACTIONAL BANKING | 1699 | 2 | 0.1333333333333333 | 0.008583690987124463 | 0.001177163037080636 | 3.388509564068244e-05
FNB DIRECT CARD – LIMITS AND UPGRADES | AUTHORIZATIONS CREDIT CARD/DEBIT CARDS | 13963 | 12 | 0.12 | 0.05150214592274678 | 0.0008594141660101698 | 0.0002033105738440947
FNB DIRECT CARD – LIMITS AND UPGRADES | CREDIT CARD NEW APPLICATION | 13963 | 9 | 0.09 | 0.03862660944206009 | 0.0006445606245076273 | 0.000152482930383071
DS FULFILMENT SUPPORT | (Destination Unknown) | 2495 | 1 | 0.08333333333333333 | 0.004291845493562232 | 0.0004008016032064128 | 1.694254782034122e-05
DS FULFILMENT SUPPORT | CREDIT CARD NEW APPLICATION | 2495 | 1 | 0.08333333333333333 | 0.004291845493562232 | 0.0004008016032064128 | 1.694254782034122e-05
DS FULFILMENT SUPPORT | FNB CBS CREDIT RISK MANAGEMENT | 2495 | 1 | 0.08333333333333333 | 0.004291845493562232 | 0.0004008016032064128 | 1.694254782034122e-05
DS FULFILMENT SUPPORT | FNB FOREX | 2495 | 1 | 0.08333333333333333 | 0.004291845493562232 | 0.0004008016032064128 | 1.694254782034122e-05
FNB DIRECT CARD – LIMITS AND UPGRADES | PREMIER BANKING | 13963 | 8 | 0.08 | 0.03433476394849785 | 0.0005729427773401132 | 0.0001355403825627298
RETENTION PREMA | CC FNB CREDIT CARD | 6523 | 2 | 0.08 | 0.008583690987124463 | 0.0003066073892380807 | 3.388509564068244e-05
FNB DIRECT CARD – LIMITS AND UPGRADES | CREDIT CARD LIMIT INCREASES | 13963 | 7 | 0.07 | 0.03004291845493562 | 0.000501324930172599 | 0.0001185978347423886
OD REFERRALS | FNB PREMIER BANKING | 1699 | 1 | 0.06666666666666667 | 0.004291845493562232 | 0.0005885815185403178 | 1.694254782034122e-05
DS FAST APP (CISS) | CC FNB CREDIT CARD | 24405 | 4 | 0.06153846153846154 | 0.01716738197424893 | 0.000163900839991805 | 6.777019128136489e-05
DS FAST APP (CISS) | FNB CBS CREDIT RISK MANAGEMENT | 24405 | 4 | 0.06153846153846154 | 0.01716738197424893 | 0.000163900839991805 | 6.777019128136489e-05
FNB DIRECT CARD – LIMITS AND UPGRADES | FAST APPLICATION SALES | 13963 | 6 | 0.06 | 0.02575107296137339 | 0.0004297070830050849 | 0.0001016552869220473
DS FAST APP (CISS) | CARD RETENTIONS | 24405 | 3 | 0.04615384615384616 | 0.0128755364806867 | 0.0001229256299938537 | 5.082764346102367e-05
DS FAST APP (CISS) | PREMIER BANKING | 24405 | 3 | 0.04615384615384616 | 0.0128755364806867 | 0.0001229256299938537 | 5.082764346102367e-05
RETENTION PREMA | CC CELLPHONE BANKING, EWALLET & PAYWALLET SERVICES | 6523 | 1 | 0.04 | 0.004291845493562232 | 0.0001533036946190403 | 1.694254782034122e-05
RETENTION PREMA | COLLECTIONS | 6523 | 1 | 0.04 | 0.004291845493562232 | 0.0001533036946190403 | 1.694254782034122e-05
RETENTION PREMA | NUMBER UNAVAILABLE | 6523 | 1 | 0.04 | 0.004291845493562232 | 0.0001533036946190403 | 1.694254782034122e-05
RETENTION PREMA | PREMIER BANKING | 6523 | 1 | 0.04 | 0.004291845493562232 | 0.0001533036946190403 | 1.694254782034122e-05
DS FAST APP (CISS) | CREDIT CARD LIMIT INCREASES | 24405 | 2 | 0.03076923076923077 | 0.008583690987124463 | 8.195041999590248e-05 | 3.388509564068244e-05
DS FAST APP (CISS) | FNB CONNECT | 24405 | 2 | 0.03076923076923077 | 0.008583690987124463 | 8.195041999590248e-05 | 3.388509564068244e-05
DS FAST APP (CISS) | [NAME] AND SUPPORT | 24405 | 2 | 0.03076923076923077 | 0.008583690987124463 | 8.195041999590248e-05 | 3.388509564068244e-05
DS FAST APP (CISS) | OVERDRAFTS | 24405 | 2 | 0.03076923076923077 | 0.008583690987124463 | 8.195041999590248e-05 | 3.388509564068244e-05
Service |  |  |  | * only displaying values > 3%
Skill Group | Destination | Calls Answered | Calls Transferred | % - Trf /  Volume | % - Trf / Total Volume | %  - Trf / Answer | %  - Trf /  Total Answer
CELLPHONE BANKING | TELEPHONE BANKING/TRANSACTIONAL BANKING | 27014 | 4062 | 0.6504403522818255 | 0.02608997250982709 | 0.1503664766417413 | 0.005194220630339517
MVNO | FNB CONNECT | 76980 | 34 | 0.5483870967741935 | 0.0002183798782211032 | 0.0004416731618602234 | 4.347698213479655e-05
FNB HOME LOANS | HL - NEW BUSINESS SALES | 31954 | 3669 | 0.4316978468055065 | 0.02356575803509493 | 0.1148213056268386 | 0.004691677866252015
TEMPLOANS | TELEPHONE BANKING/TRANSACTIONAL BANKING | 25972 | 3293 | 0.3888298500413272 | 0.02115073349947332 | 0.1267903896503927 | 0.004210873593231913
WALLET SERVICES | TELEPHONE BANKING/TRANSACTIONAL BANKING | 46407 | 1161 | 0.3488581730769231 | 0.007457030547491201 | 0.0250177774904648 | 0.001484611066426435
SAVINGS AND INVESTMENTS | TELEPHONE BANKING/TRANSACTIONAL BANKING | 32793 | 712 | 0.3246694026447788 | 0.004573131567453691 | 0.0217119507211905 | 0.0009104591552933865
BUSINESS BANKING | BUSINESS BANKING | 51526 | 1681 | 0.2528580024067389 | 0.01079695809675513 | 0.03262430617552304 | 0.002149553146135088
TEMPLOANS | FNB LOANS | 25972 | 2081 | 0.2457196835517771 | 0.01336613313465046 | 0.08012474973047898 | 0.002661047053603283
MVNO | TELEPHONE BANKING/TRANSACTIONAL BANKING | 76980 | 15 | 0.2419354838709677 | 9.634406392107495e-05 | 0.0001948558067030398 | 1.91810215300573e-05
WALLET SERVICES | ONLINE ASSISTANCE | 46407 | 748 | 0.2247596153846154 | 0.00480435732086427 | 0.01611825802141918 | 0.0009564936069655241
FRAUD & CARD CANCELATIONS | TELEPHONE BANKING/TRANSACTIONAL BANKING | 71209 | 3388 | 0.2229387379087978 | 0.02176091257097346 | 0.04757825555758401 | 0.004332353396255609
WALLET SERVICES | CC CELLPHONE BANKING, EWALLET & PAYWALLET SERVICES | 46407 | 658 | 0.1977163461538461 | 0.004226292937337821 | 0.01417889542525912 | 0.0008414074777851802
SAVINGS AND INVESTMENTS | FNB SHARE INVESTING | 32793 | 364 | 0.1659826721386229 | 0.002337949284484752 | 0.01109992986308054 | 0.0004654594557960571
FNB HOME LOANS | HL - HOUSING FINANCE | 31954 | 1355 | 0.1594305212377927 | 0.008703080440870436 | 0.04240470676597609 | 0.001732685611548509
FNB HOME LOANS | HL - COLLECTIONS | 31954 | 1295 | 0.1523708671608424 | 0.008317704185186136 | 0.04052700757338674 | 0.00165596152542828
FRAUD & CARD CANCELATIONS | CC FNB FRAUD | 71209 | 1981 | 0.1303546752648549 | 0.01272383937517663 | 0.02781951719586007 | 0.002533173576736234
TELEPHONE BANKING | CC CELLPHONE BANKING, EWALLET & PAYWALLET SERVICES | 254069 | 7694 | 0.1199021334289143 | 0.04941808185391671 | 0.03028311206798153 | 0.009838585310150725
BUSINESS BANKING | BUSINESS BANKING - NEW ACCOUNTS | 51526 | 722 | 0.108604091456077 | 0.004637360943401074 | 0.01401234328300276 | 0.0009232465029800914
TELEPHONE BANKING | ONLINE ASSISTANCE | 254069 | 6391 | 0.09959637831351587 | 0.04104899416797266 | 0.02515458399096308 | 0.00817239390657308
FNB CREDIT CARD | COLLECTIONS | 164099 | 4052 | 0.0991145247297099 | 0.02602574313387971 | 0.02469241128830767 | 0.005181433282652812
FNB CREDIT CARD | CREDIT CARD NEW APPLICATION | 164099 | 3754 | 0.09182525316765325 | 0.02411170773064769 | 0.02287643434755849 | 0.004800370321589007
FNB CREDIT CARD | CC FNB CREDIT CARD | 164099 | 3402 | 0.08321510689300915 | 0.0218508336972998 | 0.02073138775982791 | 0.004350255683016995
FNB CREDIT CARD | TELEPHONE BANKING/TRANSACTIONAL BANKING | 164099 | 3365 | 0.0823100631084585 | 0.02161318500629448 | 0.02050591411282214 | 0.004302942496576188
CELLPHONE BANKING | FNB CONNECT | 27014 | 507 | 0.0811849479583667 | 0.003256429360532333 | 0.01876804619826757 | 0.0006483185277159368
CELLPHONE BANKING | ONLINE ASSISTANCE | 27014 | 499 | 0.0799039231385108 | 0.003205045859774426 | 0.0184719034574665 | 0.0006380886495665728
SAVINGS AND INVESTMENTS | CC INVESTMENT | 32793 | 173 | 0.07888736890104879 | 0.001111168203889731 | 0.005275516116244321 | 0.0002212211149799942
TELEPHONE BANKING | BUSINESS BANKING DESK - NEW NUMBER | 254069 | 5049 | 0.07868285309105642 | 0.03242941191583382 | 0.01987255430611369 | 0.006456331847017287
BUSINESS BANKING | ONLINE ASSISTANCE | 51526 | 507 | 0.07626353790613719 | 0.003256429360532333 | 0.009839692582385592 | 0.0006483185277159368
WALLET SERVICES | FNB APP | 46407 | 253 | 0.07602163461538461 | 0.001625003211468797 | 0.005451763742538841 | 0.0003235198964736332
TELEPHONE BANKING | CC INVESTMENT | 254069 | 4832 | 0.0753011578799732 | 0.03103563445777561 | 0.01901845561638767 | 0.006178846402215792
BUSINESS BANKING | BUSINESS CREDIT CARDS | 51526 | 492 | 0.0740072202166065 | 0.003160085296611258 | 0.009548577417226254 | 0.0006291375061858794
FRAUD & CARD CANCELATIONS | CREDIT CARD FRAUD | 71209 | 1100 | 0.07238270711324604 | 0.007065231354212162 | 0.01544748557064416 | 0.001406608245537535
FNB CREDIT CARD | CARD RETENTIONS | 164099 | 2931 | 0.07169414412210753 | 0.01882563009017805 | 0.01786116917226796 | 0.003747971606973197
FNB CREDIT CARD | PREMIER BANKING | 164099 | 2840 | 0.06946822562496942 | 0.01824114276905685 | 0.01730662587828079 | 0.003631606743024182
FNB CREDIT CARD | AUTHORIZATIONS CREDIT CARD/DEBIT CARDS | 164099 | 2824 | 0.06907685533975833 | 0.01813837576754104 | 0.01720912376065668 | 0.003611146986725454
FRAUD & CARD CANCELATIONS | CC FNB CREDIT CARD | 71209 | 1048 | 0.06896097914061985 | 0.006731238599285769 | 0.01471724079821371 | 0.00134011403756667
FRAUD & CARD CANCELATIONS | DEBIT CARD - CHEQUE AND DEBIT CARD FRAUD & DISPUTES | 71209 | 1029 | 0.06771073238139107 | 0.006609202784985741 | 0.01445042059290258 | 0.001315818076961931
TELEPHONE BANKING | [NAME] AND SUPPORT | 254069 | 4288 | 0.06682354407891661 | 0.02754155640623796 | 0.01687730498407913 | 0.005483214688059047
MVNO | CC CELLPHONE BANKING, EWALLET & PAYWALLET SERVICES | 76980 | 4 | 0.06451612903225806 | 2.569175037895332e-05 | 5.196154845414394e-05 | 5.114939074681947e-06
TELEPHONE BANKING | CC FNB CREDIT CARD | 254069 | 4038 | 0.06292758185416635 | 0.02593582200755338 | 0.01589332031849616 | 0.005163530995891425
BUSINESS BANKING | TELEPHONE BANKING/TRANSACTIONAL BANKING | 51526 | 408 | 0.06137184115523465 | 0.002620558538653239 | 0.007918332492333967 | 0.0005217237856175586
CELLPHONE BANKING | FNB APP | 27014 | 372 | 0.05956765412329864 | 0.002389332785242659 | 0.01377063744724957 | 0.000475689333945421
TELEPHONE BANKING | FNB LOANS | 254069 | 3775 | 0.05882902959372906 | 0.02424658942013719 | 0.01485816845030287 | 0.004827223751731087
FRAUD & CARD CANCELATIONS | FNB FRAUD DEPARTMENT | 71209 | 893 | 0.05876159768375337 | 0.005735683272101329 | 0.01254054964962294 | 0.001141910148422745
TELEPHONE BANKING | TELEPHONE BANKING/TRANSACTIONAL BANKING | 254069 | 3748 | 0.05840826567345603 | 0.02407317010507926 | 0.01475189810641991 | 0.004792697912976984
FRAUD & CARD CANCELATIONS | CC CELLPHONE BANKING, EWALLET & PAYWALLET SERVICES | 71209 | 877 | 0.0577087583075607 | 0.005632916270585515 | 0.01231585895041357 | 0.001121450392124017
TEMPLOANS | OVERDRAFTS | 25972 | 464 | 0.05478805053725351 | 0.002980243043958585 | 0.01786539350069305 | 0.0005933329326631058
TEMPLOANS | SMART SPEND | 25972 | 456 | 0.05384342897626639 | 0.002928859543200678 | 0.01755736947481903 | 0.0005831030545137419
FRAUD & CARD CANCELATIONS | DISCOVERY CREDIT CARD | 71209 | 762 | 0.05014147529117589 | 0.004894278447190607 | 0.01070089454984623 | 0.0009743958937269108
MVNO | ONLINE ASSISTANCE | 76980 | 3 | 0.04838709677419355 | 1.926881278421499e-05 | 3.897116134060795e-05 | 3.83620430601146e-06
SAVINGS AND INVESTMENTS | CC CELLPHONE BANKING, EWALLET & PAYWALLET SERVICES | 32793 | 106 | 0.04833561331509348 | 0.000680831385042263 | 0.003232397157930046 | 0.0001355458854790716
SAVINGS AND INVESTMENTS | ONLINE ASSISTANCE | 32793 | 106 | 0.04833561331509348 | 0.000680831385042263 | 0.003232397157930046 | 0.0001355458854790716
FNB CREDIT CARD | FAST APPLICATION SALES | 164099 | 1947 | 0.04762487158162516 | 0.01250545949695553 | 0.01186478893838475 | 0.002489696594601438
SAVINGS AND INVESTMENTS | CASH INVESTMENT SUPPORT | 32793 | 97 | 0.04423164614683082 | 0.000623024946689618 | 0.002957948342634099 | 0.0001240372725610372
BUSINESS BANKING | BUSINESS BANKING DESK - NEW NUMBER | 51526 | 286 | 0.04302045728038508 | 0.001836960152095162 | 0.005550595815704693 | 0.0003657181438397592
FRAUD & CARD CANCELATIONS | ONLINE ASSISTANCE | 71209 | 652 | 0.04290320457985129 | 0.004187755311769391 | 0.00915614599278181 | 0.0008337350691731573
FNB CREDIT CARD | CREDIT CARD FRAUD | 164099 | 1708 | 0.04177877794628443 | 0.01097037741181307 | 0.01040835105637451 | 0.002184078984889191
TELEPHONE BANKING | PREMIER BANKING | 254069 | 2669 | 0.04159329271143387 | 0.0171428204403566 | 0.0105050202897638 | 0.003412943097581529
BUSINESS BANKING | MERCHANT SERVICES - SPEED POINT SERVICES | 51526 | 272 | 0.04091456077015644 | 0.001747039025768826 | 0.005278888328222645 | 0.0003478158570783724
FNB HOME LOANS | CC HOME LOANS | 31954 | 314 | 0.0369455230027062 | 0.002016802404747835 | 0.009826625774550917 | 0.0004015227173625328
TEMPLOANS | FNB CBS CREDIT RISK MANAGEMENT | 25972 | 293 | 0.03459676467115362 | 0.00188192071525833 | 0.01128137994763592 | 0.0003746692872204526
TELEPHONE BANKING | FNB CONNECT | 254069 | 2201 | 0.03430005142670137 | 0.01413688564601906 | 0.008663000995792482 | 0.002814495225843741
BUSINESS BANKING | CC INVESTMENT | 51526 | 227 | 0.03414560770156438 | 0.001458006834005601 | 0.004405542832744634 | 0.0002902727924882005
SAVINGS AND INVESTMENTS | FNB LOANS | 32793 | 73 | 0.03328773369813041 | 0.0004688744444158981 | 0.002226084835178239 | 9.334763811294553e-05
FNB CREDIT CARD | CARD CANCELLATIONS | 164099 | 1343 | 0.03285064331490632 | 0.008626005189733577 | 0.008184083998074333 | 0.001717340794324464
TELEPHONE BANKING | CC FNB FRAUD | 254069 | 2105 | 0.03280400193239726 | 0.01352028363692418 | 0.008285150884208621 | 0.002691736688051374
MVNO | FNB APP | 76980 | 2 | 0.03225806451612903 | 1.284587518947666e-05 | 2.598077422707197e-05 | 2.557469537340974e-06
FNB CREDIT CARD | MERCHANT SERVICES - SPEED POINT SERVICES | 164099 | 1301 | 0.03182329631622719 | 0.008356241810754566 | 0.007928140939311025 | 0.001663633934040303
FNB CREDIT CARD | ONLINE ASSISTANCE | 164099 | 1269 | 0.031040555745805 | 0.00815070780772294 | 0.007733136704062791 | 0.001622714421442848
FRAUD & CARD CANCELATIONS | BUSINESS BANKING DESK - NEW NUMBER | 71209 | 463 | 0.03046653944857538 | 0.002973820106363846 | 0.006501987108371133 | 0.0005920541978944354
WALLET SERVICES | FNB CONNECT | 46407 | 100 | 0.03004807692307692 | 0.0006422937594738329 | 0.002154847329066736 | 0.0001278734768670487