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1. Name and explain 4 key performance indicators that could be used in contact centres. (8)
This response will be awarded full points automatically, but it can be reviewed and adjusted after submission.
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Blockage |
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Abandon Rate |
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Service Level/ASA |
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First Resolution Rate |
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Transfer Rate |
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Agent Occupancy |
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Staff Shrinkage |
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Schedule Adherence |
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AHT/ACW |
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Cost per Call |
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This response will be awarded full points automatically, but it can be reviewed and adjusted after submission.
This response will be awarded full points automatically, but it can be reviewed and adjusted after submission.
This response will be awarded full points automatically, but it can be reviewed and adjusted after submission.
This response will be awarded full points automatically, but it can be reviewed and adjusted after submission.
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Increase communication between the employer and employee: |
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Establish clear expectations: |
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Reinforce good performance: |
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Improve unsatisfactory performance: |
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Foster a spirit of cooperation and promotes teamwork: |
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It gives employees feedback on performance: |
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It identifies training needs: |
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This response will be awarded full points automatically, but it can be reviewed and adjusted after submission.
This response will be awarded full points automatically, but it will be reviewed and possibly adjusted after submission.
This response will be awarded full points automatically, but it can be reviewed and adjusted after submission.
This response will be awarded full points automatically, but it can be reviewed and adjusted after submission.
This response will be awarded full points automatically, but it can be reviewed and adjusted after submission.
This response will be awarded full points automatically, but it can be reviewed and adjusted after submission.
This response will be awarded full points automatically, but it can be reviewed and adjusted after submission.
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Tell and sell method |
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Tell and listen method |
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Problem-solving approach |
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Skill/Will Matrix |
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This response will be awarded full points automatically, but it can be reviewed and adjusted after submission.
This response will be awarded full points automatically, but it can be reviewed and adjusted after submission.
This response will be awarded full points automatically, but it can be reviewed and adjusted after submission.