We at our call center are following the below given evaluation system and it covers all aspects of a Customer Service Representatives performance:
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mian.o@mobilink.net.pk
Target total number of calls*
Target Talk Time (hh)*
Target Total ACW (mm)*
Target Total Hold Time (mm)*
Target Total Not ready (mm)*
Target Manned Time (mm)*
Target Average Talk Time (ss)*
Target Average ACW Time (ss)*
Target Average Hold Time (ss)*
Courtesy**
Accuracy**
Punctuality
Workload Shared in a month