What are acceptable performance standards for a call center

15 pts.
Tags:
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
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

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