Weighted Ranking

[clarkpaul]

Hi Guys, Please take a look at the table below & let me know your thoughts on the best way to do a weighted ranking based on the data.
[TABLE="width: 500, align: center"]
<colgroup><col style="width:48pt" width="64"> <col style="mso-width-source:userset;mso-width-alt:2889;width:59pt" width="79"> <col style="mso-width-source:userset;mso-width-alt:3108;width:64pt" width="85"> <col style="width:48pt" width="64"> <col style="mso-width-source:userset;mso-width-alt:2560;width:53pt" width="70"> <col style="width:48pt" width="64"> </colgroup><tbody>[TR]
[TD="width: 64"][/TD]
[TD="width: 79"]Calls Taken
[/TD]
[TD="width: 85"]Calls Missed
[/TD]
[TD="width: 64, align: right"]Total Calls
[/TD]
[TD="width: 70, align: right"]Pct Taken
[/TD]
[TD="width: 64"]Pct Rank[/TD]
[/TR]
[TR]
[TD="align: right"]Team B
[/TD]
[TD="align: right"]75[/TD]
[TD="align: right"]25[/TD]
[TD="align: right"] 100 [/TD]
[TD="align: right"]75%[/TD]
[TD="align: right"]2[/TD]
[/TR]
[TR]
[TD="align: right"]Team C[/TD]
[TD="align: right"]600[/TD]
[TD="align: right"]400[/TD]
[TD="align: right"] 1,000 [/TD]
[TD="align: right"]60%[/TD]
[TD="align: right"]3[/TD]
[/TR]
[TR]
[TD="align: right"]Team D[/TD]
[TD="align: right"]99[/TD]
[TD="align: right"]20[/TD]
[TD="align: right"] 119 [/TD]
[TD="align: right"]83%[/TD]
[TD="align: right"]1[/TD]
[/TR]
[TR]
[TD="align: right"]Team E[/TD]
[TD="align: right"]50[/TD]
[TD="align: right"]70[/TD]
[TD="align: right"] 120 [/TD]
[TD="align: right"]42%[/TD]
[TD="align: right"]4
[/TD]
[/TR]
</tbody>[/TABLE]
Team E is the worst based on the Calls Missed / Total Calls but the biggest opportunity would lie in fixing the problems with Team C. Based on the Pct Taken and the number of Missed Calls what would be the best way to rank the teams?
Thanks

 

[oldbrewer]

this is not an excel problem - you need to find out why one team misses more calls than another team. Perhaps they take too long on calls that they handle because they are trying to help the customer as much as possible. You need to read up on "systems thinking" and start by measuring the frequency and nature of incoming calls. If you try to manage teams by arbritrary targets your effectiveness will go down and your costs will go up. This is a business improvement issue. How many calls are due to a previous call not being resolved satisfactorily?