What are acceptable performance standards for a call center
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Tomjohn
15 pts.
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Q:
What are acceptable performance standards for a call center
Call Center KPI, Call Center management, Call Center metrics, Call Center Key Performance Indicators
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: Jun 24 2009  1:54 PM GMT
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CallCenter2010
210 pts.
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A:
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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 Answered: Jul 28 2009  4:25 PM GMT by CallCenter2010   210 pts.
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