Quality Metrics
Top 3% boxes are part of this metric
What is Customer Satisfaction (Csat)
The client would not be satisfied with the customer interaction
What is a Red interaction
Personalizing the interaction with the customers name
What is Rapport Building
Telling hypothetical stories
What is an Amiable personality
The Bulk of an interaction
What is Customer Resolution
Tool usage may need improvement
What is a Yellow rating
Speaking in a clear and confident tone
What is Ownership
what is a Driver personality
Building a Rapport with the customer
What is Customer Connection
Transaction or Compliance failure
What is a red interaction
Minimizing dead air and hold time
What is Interaction management
Allowing time for independent review
What is an Analytical personality
Effective word choice is part of what metric
What is Customer Connection
Probes and identifies root cause
Check and ensure customer understanding
Allows others to perform during development sessions
What is an Expressive personality
Compliance is part of this metric
What is Customer Resolution
Minimized potential for repeat interaction
What is a Green rating
Convey Empathy effectively as needed
What is Rapport building
Provides direction and fills in details
What is a Driver personality