I run a Quality Assurance Team for a financial company. I need to start tracking the monitoring team there performance on the quantity and quality of the customer service representatives they are monitoring. The Customer Service Department (Call Center) is a department of 60 people.
I only have 2 full time evaluators, and 3 part time evaluators.
Our department needs 14 calls, per CSR evaluated per month, (840 calls per month)
Our evaluators (fulltime) are 2, and work 7.5 hours, 5 days a week.
Our Part timers work on average 7.5 hours a day, 3 days a week.
We need to make sure that biweekly, there is half of the total amount of calls evaluated for the department of 60 CSRs, (420 calls per 14 days).
What I need tracked are; Evaluators calls per days (quantity & quality), amount time spent on avg per evaluation.
Flow charts for evaluators to aim there targets, and other several reports that would assist.
On average, our goal is to only spend MAX 10-15 MAX evaluating calls. Our calls range from 2 mins to 30 mins in length.
Please advise on what you have to offer. ()
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I am an Excel expert and a Quality Assurance Manager. I also happen to be responsible for our global reporting. I have built a myriad of such reports. I'm certain I can provide the service you need.
Hi, I have worked on similar project for a construction company. We've done exhaustive study but I need more clarity on the specifications you need. We can negotiate on the price however.