Assessment - PERFORMANCE METRICS

It refers to how well agents accomplish their tasks, especially their primary function of customer contact.

It measures how effective the agents are in the use of their time and how efficient they are in maintaining the balance of the various aspects of their jobs.

Communication skills and technical expertise of both the representative and the customer affect the amount of time in resolving an issue.

It intends to measure a customer's satisfaction with the service received, which is usually expressed as a percentage between 0 and 100, with 100% as completely satisfied customer rating.

This type of quality metrics can be assessed through observation of actual or recorded calls by the agent.

It tracks the length of time a customer is on the phone. It is usually measured in minutes and exclusive of any pre-call preparation or post-call documentation, typically referred to as ‘wrap’.

It refers to tracking the average amount of time spent resolving customer issues.

This refers to the frequency with which issues are to be brought up to higher levels of management in the course of supporting the customers

It includes building rapport with the customer, handling challenges effectively, and using empathy as appropriate. When measuring objectives, the representative assesses how well they were met.

It is on top of the list for many organizations when it comes to the metrics they are tracking resolving issues as quickly as possible.