FCR is not a Quality Metric

We can change a benchmark target and increase it

95% is a target for an account that is not measuring satisfiers and Dissatisfiers

Agents are the mostly the main reason for quality drop

Program level sample is done for projects less than 15 agents

Sample size calculator is used for agent level sample as well

Randomizer is used for program level sample only

4 transactions for tenured and 8 for non-tenured is the agent level target

Sbs is part of the agent level sample

Agents get to have 3 trials to pass a certification

Agent can fail in one transaction in 2 trials so to pass certification

Caliberation and Gauge scoring should be done maximum

The variation target is

Tl or a QAE can continue monitoring even if his/her caliberation failed

Coaching cycle is 48 hours

What are the coaching metrics

TL can change the actions to whatever phase without getting back to quality

RF phases pointing system is only based on program level sample

CUIKA stands for

If agents are unaware if the RF process the auditor will drop us in

If and account in not achieving but improving in Q4 2020, means average Q3 2020 altogether will be better than average of Q4

If VSF is 0.4 that means that all agents are doing the same thing

Accuracy and on-time is content management metrics

Kbase - IvR audit must be done at least

IVR audits should be done only when the queue is stable and empty

NPS is the best way to measure contact center

ACPT analysis should be done quarterly

Target for the TB is 60%?

Facebook is a valid channel for gathering customer feedback

Validating the Channel for the feedback for the CRM is the business critical target

the 2.1 process should take place monthly

Client complaints are not part of the 2.1