Monitoring Customer Service Levels

What is one type of monitoring used to evaluate customer service levels?

• Target-driven monitoring

• Feedback-driven monitoring

• Quality assurance monitoring

• Customer satisfaction monitoring

Call recording or work observation is a type of monitoring used to evaluate what?

• Customer feedback

• Customer service levels

• Employee performance

• Product quality

Which of the following are examples of monitoring practices in business?

• Target-driven monitoring

• Sales-driven monitoring

• Call recording or work observation

• All of the above

What is target-driven monitoring in customer service?

• A method to track customer satisfaction

• A strategy to achieve specific service goals

• A process to handle customer complaints

• A technique to improve product quality

What is sales-driven monitoring in customer service?

• A method to track sales performance

• A strategy to enhance customer satisfaction

• A process to monitor customer complaints

• A technique to improve product quality

Call recording or work observation in customer service is:

• A method to monitor and evaluate customer interactions

• A way to increase call duration

• A technique to reduce customer complaints

• A strategy to improve product quality

What are the benefits and limitations of target-driven monitoring for both staff and organisations as a whole?

• It improves performance but can increase stress.

• It has no impact on performance.

• It only benefits the organisation.

• It only benefits the staff.

What are the benefits and limitations of sales-driven monitoring for both staff and organisations as a whole?

• Sales-driven monitoring increases productivity but may lead to stress among staff.

• Sales-driven monitoring has no impact on staff productivity.

• Sales-driven monitoring only benefits the organisation, not the staff.

• Sales-driven monitoring is beneficial for staff but not for the organisation.

What are the benefits and limitations of call recording and work observation for both staff and organisations as a whole?

• Call recording improves training but may invade privacy.

• Work observation increases productivity but can cause stress.

• Both methods enhance accountability but may reduce morale.

• All of the above.

What is the importance of having meaningful monitoring and measuring methods?

• They help in tracking progress and identifying areas for improvement.

• They are not necessary for effective management.

• They only serve to increase workload without benefits.

• They are only useful in large organizations.