By Dan Kinsley
In my former position at the epicenter of all things data at Thinking Phone Networks, I often found myself intrigued by the statistical patterns and anomalies of our customers. This data is both fascinating and eye-opening, and can lead to smarter business decisions.
Using a sample of 200 million calls, I once created a relative frequency distribution chart showing the percentage of calls made throughout the course of the day, by day of the week. A couple of patterns quickly emerged, and they seem to have remained constant over the past few years.
The graph clearly shows that call behavior is drastically different on the weekends. It seems to ramp up to peak around noon, then steadily decline almost linearly until 5am. However, during the weekdays we see call activity quickly ramp up from 7am to 9am, then slip into a lunchtime lull at noon, peak again in the afternoon, and drop after 5pm.
The other trend that I noticed is a bit more subtle on the graph. There is a much higher percentage of calls happening at 10am on Fridays compared to other weekdays. Also, there are consistently fewer calls in the afternoon on Friday compared to other weekdays. My explanation for this? People are getting their work done early in the morning and checking out at 5pm.
What does this mean for companies? In simple terms, that employees are surprisingly predictable. Armed with data, we can make educated predictions based on prior behavior. I would encourage companies to look at these stats for their own employees. Do the patterns fit those seen here? What are the staffing implications of these findings?
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