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WorksheetsSection 4: Performance Reporting
Total questions: 11
Worksheet time: 6mins
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
The way for communicating a report professionally is by using
a technical report
a performance report
a reporting framework
a reported speech
