Understanding the call centre metrics and consistently achieving minimum metrics. Capturing and recording
Understanding the call centre metrics and consistently achieving minimum metrics. Capturing and recording
agent adherence and reach service levels (Basic Metrics i.e. NPS, FCR and AHT).
Focusses on exceeding the minimum call centre metrics. Ensures that one's own work is complete and accurate
Focusses on exceeding the minimum call centre metrics. Ensures that one's own work is complete and accurate
agent adherence and reach service levels (Basic Metrics i.e. NPS, FCR and AHT).
delivery methods. >Monitor content performance metrics and provide recommendations for improvement based