
KPI's Operacionais
Authored by Mauricio Rosendo Leandro dos Santos
Professional Development
Professional Development
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10 questions
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1.
MULTIPLE CHOICE QUESTION
3 mins • 2 pts
Quais são os 3 indicadores de Querência?
Presenteísmo, Rechamada e Tempo Logado
TDNA, Top Box e Bottom Box
Rechamada, TDNA e Bottom Box
Presenteísmo, Pausa NR17 e Tempo Logado
2.
FILL IN THE BLANK QUESTION
5 mins • 2 pts
Indicador responsável por mensurar o nível de satisfação dos clientes em relação aos atendimentos
3.
MULTIPLE CHOICE QUESTION
3 mins • 2 pts
Qual o nome do robô responsável por monitorar as ligações com base em nosso script de atendimento?
Evollo
Nice Play
Myra
Aura
4.
FILL IN THE BLANK QUESTION
5 mins • 2 pts
Quando possuímos uma grande incidência de ligações inferiores a 1min30seg, somos impactados no indicador de....
5.
MULTIPLE CHOICE QUESTION
3 mins • 2 pts
A ......... é o indicador que mensura o percentual de clientes que direcionamos para outros setores de atendimento.
Transferência Humana
Transferência Ura
Rechamada
Resolutividade Técnica
6.
FILL IN THE BLANK QUESTION
5 mins • 2 pts
Quanto mais ligações ......, maiores são as chances dos nossos indicadores possuírem resultados melhores.
7.
MULTIPLE CHOICE QUESTION
3 mins • 2 pts
Caso o cliente retorne o contato novamente, em menos de 24 horas, somos impactados no indicador de...
TDNA
Top Box
Rechamada
Nota Comportamental
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