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Tomjohn
15 pts.
 What are acceptable performance standards for a call center
Call Center Key Performance Indicators, Call Center KPI, Call Center management, Call Center metrics
I would like to set some performance standards for my small 8-seat call center to improve the customer satisfaction index as well as productivity and effeciency

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ASKED: June 24, 2009  1:54 PM
UPDATED: July 28, 2009  4:25 PM
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Quality Assurance (100 points) Call Opening Use positive tone/interaction Use Proper Form of Address (use customer name) Appropriate Hold Procedure Patient Variety & creativity in speech Listens Activity / interaction Rapport Call Closure Call Accuracy (100 points) Incomplete, inaccurate information given Did not reconfirm transaction / information given by the customer Field to probe Lack of ownership Did not use proper explanation to clarify policies and documents Did not offer alternatives System usage
Last Wiki Answer Submitted:  October 19, 2012  6:34 am  by  TomLiotta   108,240 pts.
All Answer Wiki Contributors:  TomLiotta   108,240 pts. , dayanandu   20 pts. , CallCenter2010   210 pts.
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