Your Learning Team is a team of managers of a customer call center for timeshare vacations.
Discuss, with your team, the types of control measures you would use to see how efficient and effective an employee is.
– Customer Choice – did customer think rep did a good job 1-10
– Customer Ownership – did the rep own the customer’s issues and concerns
– Disconnected lines/service – this was huge because it impacts the companies bottom line
– Customer Credits – companies monitor this so they don’t loss money on the bottom line. They would rather give you something
else instead of money.
– Number of calls handle – rep had to do at least 55 calls per day
– Handle time – rep handle time should be approximately 590 seconds or no longer than 8 minutes.
– absentees
– account analysis – VZW has a million tools but they centralize all key stuff under account analysis. So discounts, upgrades, new services plan, etc can be quickly found there.
– transfer rate – VZW they don’t like folks to get past around. It impact customer satisfaction.
– bill to pay – this determines if the rep is working according to a very specific schedule.
– 3 days – this monitors if the customer has called back within a 72 hour window. VZW monitors this metric for customer satisfaction.
By increasing the goal for these metrics, like account analysis, can actually provide that if a rep uses when they should on every call the rep will score high and the customer satisfaction goes up. If the rep is low here, customer satisfaction goes down. It’s really interesting theories and concepts.
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