WEEKLY SUMMARY REPORT

DRAGOS COSMIN RADUTA

WHAT TO BE MEASURED?

IRREGULAR BEHAVIORS
Lack of a positive connection with the customer
Lack of an active listening behavior
Speak the same language as the customer be on the same page with
him/her

Anticipate the customers behavior this should be done by an efficient

use of the tracking software of the clients history with the company

Lack of empathy
Not showing respect for the customers time

IRREGULAR BEHAVIORS
Lack of interest over the personal feedback from the manager
Loosing patience in the conversation with the customer
Use positive, supportive statements (depending on the clients
situation)

Lack of call monitoring

Low efficiency caused by a improper training
Improper time management

INDEX
KPI = KEY PERFORMANCE INDICATORS
ACT/AHT = AVERAGE CALL TIME/ AVERAGE HANDLING TIME
AAR = AVERAGE ABANDONMENT RATE
SLA = SERVICE LEVEL AGREEMENT

THANK YOU!