Performance Measurements/Complaint Resolution measurement

[RDuhon]

I am interested in finding out how other companies measure their employees performance in Data Entry type positions and also in Sales and Customer Service positions. Also, when measuring for the quality of these types of calls-how complaint resolution and inquiries are measured.

Thank you for your time and I look forward to hearing from you!

[ranjanik]

DATA ENTRY :
I am sure u have SLA's like number of mistakes/page, speed of entry etc. Most companies take that as performance measure at agent levels.

COMPLAINT RESOLUTION :
here u can measure the % of calls where complaint was resolved with just one call. two calls etc.

U can have a customer feedback system in place to measure customer satisfaction & develop a C.S. Index as measure, or u can monitor random calls to give quality scores. here u can measure completeness of information given, tone of voice etc

SALES

Here it could be totally numbers driven but I would recommend a more rounded measure.Script adherence, length of call, call control etc should be given weightage.

If u need further help mail me at ranjani@thinkharbor.com & I will do my best.
cheers!
Ranjani

[RDuhon]

Hi RanJanik,

Thank you so much for your response. I am going to email you at the address you listed in your response.

thanks again,
Rhonda