Customer Service Revolution Taking Care of the Customer Key Performance Indicators Plan Prepare by : Asif Dar

Customer Service KPIs (Evaluation/ monitoring plan and mechanism) FATAL ERROR FATAL ERROR NON-FATAL ERROR NON-FATAL ERROR MINOR ERROR MINOR ERROR

Fatal Error Errors which have an effect on the overall call and drop it off to the lowest level (0%) are considered as critical error. All information not communicated to customer All information not communicated to customer Call not entertained Call not entertained Casual attitude/ argumentative Casual attitude/ argumentative Complaint not logged Complaint not logged Dead air (4 sec) Dead air (4 sec) Did not follow standard procedures from start till end Did not follow standard procedures from start till end Did not provide complete & accurate info Did not provide complete & accurate info failed to probe / obtain complete info failed to probe / obtain complete info inaccurate verification inaccurate verification inappropriate call inappropriate call inappropriate greeting inappropriate greeting incorrect typing incorrect typing information out of SOPs information out of SOPs lack of ownership lack of ownership lack of product knowledge lack of product knowledge mandatory info not taken mandatory info not taken misbehave with caller misbehave with caller not using updated information not using updated information wrong information wrong information

Non-Fatal Error: Errors which have an effect on the call and drop it off to the (50%) are considered as non-fatal errors. data not reconfirmed data not reconfirmed inappropriate closing / offered assistance inappropriate closing / offered assistance interruptions interruptions inattentive inattentive lack of introduction lack of introduction lack of opening ethics lack of opening ethics quality of greeting not appropriate quality of greeting not appropriate repeated / restated customer's instructions repeated / restated customer's instructions script restructured script restructured typing mistakes in CMS typing mistakes in CMS unconcerned /not empathetic unconcerned /not empathetic unnecessary hold or long hold unnecessary hold or long hold weak listening weak listening

Minor Error: Errors which have an effect on the call and drop it off to the (25%) are considered as minor errors. audible behavior audible behavior customer's name not used customer's name not used headset adjustment noise headset adjustment noise improper hold / unhold improper hold / unhold jargons used jargons used long pause long pause mobile distortion form CCO'S end mobile distortion form CCO'S end not energetic / fast pace/ impolite tone not energetic / fast pace/ impolite tone pressing mute instead of hold button pressing mute instead of hold button product feature's & benefits not communicated product feature's & benefits not communicated spelling mistake spelling mistake

0 Points5 Points10 Points Fatal Errors Non-Fatal ErrorsPerfect Call Points 7.5 Minor Errors Employee Performance Employee Performance Review (EPR)

Quality Assurance Team (QAT) A Quality Assurance Team is their to perform effective calls monitoring. The prime focus of this team is to increase its customers ’ satisfaction level, raise its service quality, improve internal working efficiency, and give the company a strong local and overall credibility. A Quality Assurance Team is their to perform effective calls monitoring. The prime focus of this team is to increase its customers ’ satisfaction level, raise its service quality, improve internal working efficiency, and give the company a strong local and overall credibility.

CSU Monthly, Weakly or Daily Quality Reports KPI(s) details Sheet This sheet shows no. of calls and their % of all KPI(s) and their further sub categories. of KPI(s). KPI(s) details Sheet This sheet shows no. of calls and their % of all KPI(s) and their further sub categories. of KPI(s). Abandon Calls Sheet This sheet shows the number and % of calls Entertained, Not Entertained and Lately Attended Calls. Abandon Calls Sheet This sheet shows the number and % of calls Entertained, Not Entertained and Lately Attended Calls. Agent Score & Percentage Sheet This report shows no. of calls monitored of each agent along with the average score (%) of each individual agent. Agent Score & Percentage Sheet This report shows no. of calls monitored of each agent along with the average score (%) of each individual agent. Comparison Sheet This sheet shows the comparison of the KPI(s) with previous months ’ quality reports. Comparison Sheet This sheet shows the comparison of the KPI(s) with previous months ’ quality reports. Courtesy Call Show the overall Progress. Courtesy Call Show the overall Progress. Complaint Show the open and closed complaint area wise. Complaint Show the open and closed complaint area wise.

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