|
|
|
Each agent is measured on three criteria:
-
Call Quality
-
Resolution Rate
-
Accuracy of Data
|
|
|
|
Agents are measured against BPA's
completely objective criteria to effectively measure
the quality of each individual call.
A maximum of 1400 points is
available:
|
|
|
|
|
Each agent is measured for the number of calls that are
resolved at first point of call from the customer.
|
|
|
|
Each agent is measured for the
accuracy of the data
provided to the customer and the results are recorded on their internal system:
|
|
