Agent Performance Update 01/11/2012
If you have been following the daily stats from the team members, you will know there has been quite an improvement and performance has been within their service levels even though there has been some issues.
Average time to 1st response has increased but the team have still managed to keep it quite low despite increased volumes. FCR (First Contact Resolution) continues to improve over the last few months which has been the aim to ensure your queries are getting resolved without an issue.
Overall in the last few months we have reviewed the quality monitoring process again to enhance the quality of the response you receive. The following areas are priority for the team such as troubleshooting, understanding fully what your issue is and explaining what has happened along with the correct response/fix immediately. This is a lot tougher for the team to have high performance scores as individuals, and scrutinised daily, but I hope you are starting to see the benefits of this change.
Over the next few months other changes and improvements happening will help us even further such as a new survey that we have just started to send out. Although it is only to a small number of customers who have raised cases, this will increase gradually over the next few weeks. Please do look out for these surveys and do take the time to complete them as we will be and are looking at everyone that we receive a reply from and take onboard the comments and scoring from them all.
That’s all from me - I hope you enjoyed the Halloween pics from the team. Next fun time will be Christmas, which is scary as it's only a few weeks away. Eeeek!!
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