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Section 4: Performance Reporting

Authored by Daniel Moreno

English, Professional Development

KG

Used 2+ times

Section 4: Performance Reporting
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11 questions

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1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Is it an individual or a team report?

Team

Both of them

Neither

2.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

does it work to make a comparison between teams?

True

False

3.

MULTIPLE SELECT QUESTION

45 sec • 1 pt

is it a private report?

Yes, it is

No, it isn't

Sometimes

It depends

4.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What it does evaluate?

Individual achievement

Teamwork achievement

Both of them

Neither

5.

MULTIPLE SELECT QUESTION

45 sec • 1 pt

Which of these are metrics evaluated in the teamwork report?

Cost/Revenue per call

Abandon Percentage

Customer satisfaction survey results

6.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which reports are showed separately for each call or work type?

E-mails, response handle and transactions.

Speed of answer, delay experiences and abandon percentages

Longest delay, technical support and customer service

Data, graphs and surveys

7.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What would an example it has to be noted on the statistics?

Customer complaints

Self-service

Implementation of a new technology

Call blockage

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