Section 4: Performance Reporting

Is it an individual or a team report?

• Team

• Both of them

• Neither

does it work to make a comparison between teams?

• True

• False

is it a private report?

• Yes, it is

• No, it isn't

• Sometimes

• It depends

What it does evaluate?

• Individual achievement

• Teamwork achievement

• Both of them

• Neither

Which of these are metrics evaluated in the teamwork report?

• Cost/Revenue per call

• Abandon Percentage

• Customer satisfaction survey results

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

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

• Customer complaints

• Self-service

• Implementation of a new technology

• Call blockage

What is the first step in the Performance Management Process?

• Performance planning

• What the employees want

• Individual goals

• Formal performance review

What do Employees Want?

• To know what’s expected of them

• To have the tools they need to do their work

• To have the opportunity to do what they do best every day

• To get paid every week

Why individual goals are important?

• Because employees are important

• Because as the text said everything star from this and then roll up to department and team goals and finally to the company's goals

• Because individual goals are the first thing in a company

• Because individual goals can improve the company's income