This is because if they are up to please customers

This is because if they are up to please customers over the phone, it would entail having to stay longer on each call to make sure all the customer’s issues are resolved, and that they are done in the most courteous way possible. Other than the average handle time, quality scores can also reduce because customers might have requests that are granted by the representatives they are talking to. And MBT Staka Sandals these requests could be directly against the quality guidelines set for each call.Going the other way, if a call center is aiming to improve its poor performance in terms of average handle time scores and starts working on it, customer satisfaction score is automatically threatened to decrease.

The quality scores will be affected as well since hurrying a call will mean missing key points that need to be mentioned in a call – the very criteria where a quality score is gauged.Having said so, you are now aware why there is difficulty in balancing the three components because increasing one KPI component would affect the other one. It would not have to be a problem if the effects are MBT Shuguli GTX, positive, but unfortunately, things do not always go this way. A solution here is to maintain an average score for each kpi component. This way, it will be more controllable to have all the metrics meet at the middle and avoid having low scores in some components. Studying the trending of the business process outsourcing KPI also helps. It gives the company an idea where to set the scores that are most achievable and productive.