Question for Call Center Employees
I am thinking about taking a job with Verizon....
What kind of goals are you measured on? How many?
What kind of recognition programs do you have?
Thanks in advance!
What kind of goals are you measured on? How many?
What kind of recognition programs do you have?
Thanks in advance!
...
I don't know about other call centers. I wouldn't expect they are too different.
I don't have the actual percentages for everything but I can tell you that quality is 70% of our performance agreement.
We are measured on accurately applying credits to customer accounts and noting the account correctly when applying credits (justification for the credits, calculations, etc).
Changing price plans correctly and noting the account correctly when changing price plans (price plan codes, price plan info given to the customer, etc).
Average call handling time (average of how long we stay on calls with customers).
Hold times, Wrap up (Call Work) time.
Schedule Adherance (how well we adhere to our schedules: getting off the phone on t...
(continues)
I don't have the actual percentages for everything but I can tell you that quality is 70% of our performance agreement.
We are measured on accurately applying credits to customer accounts and noting the account correctly when applying credits (justification for the credits, calculations, etc).
Changing price plans correctly and noting the account correctly when changing price plans (price plan codes, price plan info given to the customer, etc).
Average call handling time (average of how long we stay on calls with customers).
Hold times, Wrap up (Call Work) time.
Schedule Adherance (how well we adhere to our schedules: getting off the phone on t...
(continues)
...
