Most important evaluators:
- Job Completed Adequately
- Customer Satisfaction
- Time Between Calls
I do feel that it doesn't matter how many calls you are taking so long as you are completing what the customer needs. If you aren't doing the job you are supposed to then you will lose customers and not be in business. Time between calls is important because it can be an indication of wasting company time, though not always the case.
Least important evaluators:
- Number of calls taken
- Time on call
- Number of emails answered.
If you are only evaluating the least important criteria I mentioned then your employees will crank out calls and emails just for numbers sake. They will lose sight of the goal of customer satisfaction and the company will suffer as a result.
No comments:
Post a Comment