Baseline Assessment

Complaint management queue received 1000 transactions to be processed within 24 Hours

A team has successfully closed 970 cases out of them, 943 closed during the agreed life cycle

Please calculate the On-time percentage

Backlog is known to be measured by percentage

• True

• False

What is the ideal target for On time

• 85%

• 95%

• 90%

Agent Salary: 1000 LE

Team Leader Salary: 1500 LE

If we have 100 agents and 10 team leaders worked for 1 month with 0% absenteeism & 100% Adherence

Calculate Direct Cost

What is the D-Sat reason

• Controllable

• Non- Controllable

• All the answers

The benchmark of the top 2 box is _________

Business critical benchmark is _______

• 95%

• 90%

• 98%

What is the service journey defintion ?

Should use the calls answered to track your Inbound arrival pattern ?

• True

• False

Does the number of abandoned calls have relation with volume of offerred calls ?

• Yes

• No