Prova Indicadores
Authored by Marlon Eugenio
Business, Professional Development
University - Professional Development
Used 6+ times
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16 questions
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1.
OPEN ENDED QUESTION
2 mins • 5 pts
O que é uma métrica?
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2.
OPEN ENDED QUESTION
2 mins • 5 pts
O que torna uma métrica um KPI?
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3.
OPEN ENDED QUESTION
5 mins • 5 pts
O que é o FCR e por qual razão é um indicador relevante para uma operação de atendimento?
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4.
OPEN ENDED QUESTION
3 mins • 5 pts
Cite duas ações que você tomaria em sua empresa, caso quisesse melhorar o indicador FCR.
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5.
OPEN ENDED QUESTION
3 mins • 5 pts
O que é um SLA? Dê um exemplo prático.
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6.
OPEN ENDED QUESTION
3 mins • 5 pts
O que é o TMA? Cite 2 indicadores que podem estar correlacionados ao TMA.
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7.
OPEN ENDED QUESTION
2 mins • 5 pts
Qual o indicador que mede o tempo que o cliente espera pelo atendimento?
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