Key performance indicator (KPI) quiz

Voice of the customer is a process used to capture the requirements/feedback from the customer to provide the customers with the best in class service/product quality

• TRUE

• FALSE

The components of the VOC that help us to understand needs or requirements of the customer (Multiple answers)

• DSAT

• CSAT

• QA

• SC

• CCR

It’s measured by the amount of calls received vs escalated calls to T2

• DSAT

• CSAT

• Escalation rate

For Dsat Classification customers can give you a score from 1 to 5 when filling out the survey.

• TRUE

• FALSE

Some of the questions that our customers will evaluate in the survey to determine our service are:

• Was the agent accurate?

• Was the agent easy to understand?

• Did the agent resolve my issue/fulfill my request?

• Was the agent friendly?

• Was the agent providing great customer service?

Is the average duration of the call:

• DSAT

• AHT

• CCR

Account target for Customer Dissatisfaction (DSAT) is:

• 20%

• 21%

• 22%

Account target for AHT is:

• 600Sec

• 590Sec

• 580Sec

Account target for Disconnected Rate is:

• 2.5%

• 3%

• 3.2%

When the customer contact us you need to document the phone interaction in the system, this will generate automatically an evaluation survey to rate customer’s experience.

• TRUE

• FALSE