Professional Documents
Culture Documents
10 Tle Ccs q2 Week 6
10 Tle Ccs q2 Week 6
Competency
To The Learners
The following is advised to get the maximum out of studying this module:
Expectations
At the end of this module, you are expected to:
1. It refers to how well agents accomplish their tasks, especially their primary
function of customer contact.
2. It measures how effective the agents are in the use of their time and how
efficient they are in maintaining the balance of the various aspects of their
jobs.
3. These are elements that should be included or are present in every call by
every representative.
4. It intends to measure a customer's satisfaction with the service received,
which is usually expressed as a percentage between 0 and 100, with 100%
as completely satisfied customer rating.
5. This evaluation is done by listening to calls and following the criteria listed in
the monitoring form.
6. It tracks the length of time a customer is on the phone. It is usually
measured in minutes and exclusive of any pre-call preparation or post-call
documentation, typically referred to as ‘wrap’.
7. It refers to tracking the average amount of time spent resolving customer
issues.
8. This refers to the frequency with which issues are to be brought up to higher
levels of management in the course of supporting our customers
9. It includes building rapport with the customer, handling challenges
effectively, and using empathy as appropriate. When measuring objectives,
the representative assesses how well they were met.
10. It is on top of the list for many organizations when it comes to the
metrics they are tracking resolving issues as quickly as possible
____________________________________________________________________________
TLE 10 – CONTACT CENTER SERVICES AUTHOR: RUTH E. TIDOY
Quarter 2-Week 6 ILLUSTRATOR: MILES CUNANAN
Looking Back
DIRECTIONS: Write the letter of the best answer on your answer sheet.
1. It is system is being carried out online with the data being held at a third
party’s premises and accessed via the web. This type of BPO is a means to
save physical office space so one may retrieve information quickly and easily.
A. Accounting C. Procurement
B. B. Document Management D. Software Development
2. It involves managing requests for information or proposals and
recommending the best potential suppliers, selecting suppliers, and
issuing/managing legal contracts.
A. Accounting C. Procurement
B. Document Management D. Software Development
3. It is a subset of BPO which is a centralized office that facilitates large
amounts of inbound and outbound telephone calls
A. Accounting C. Document Management
B. Call Center D. Software Development
4. Software development, data entry, programming, and web development
services are examples of services under _________.
A. Business Process Outsourcing
B. Customer Relationship Management Enabled Services
C. Information Technology
D. Knowledge Process Outsourcing
5. It refers to the ability to actively listen, question appropriately, provide
feedback, and use the skills outlined to build customer relationships.
A. Business acumen C. Interpersonal communication
B. Cross selling D. Change management
____________________________________________________________________________
TLE 10 – CONTACT CENTER SERVICES AUTHOR: RUTH E. TIDOY
Quarter 2-Week 6 ILLUSTRATOR: MILES CUNANAN
Brief Introduction
Quality customer service is a high level of service attained when an industry
satisfies the unique set of customer needs. This is achieved through the words and
tone you use in dealing with customers. Your choice of words and the manner of
delivery (tone and volume) suggests feelings that customers interpret positively or
negatively. A sincere and positive approach as reflected in your conversation would
generate a positive emotion thereby contributing to quality customer service.
Performance Metrics
Call center managers use metrics which is a set of measurements to quantify
performance and results.
There are two types of call center performance metrics: productivity metrics
and quality metrics.
Call centers monitor both quantitative and qualitative aspects of calls answered
by employees.
Quantitative refers to calls per hour, average call time, time between calls, etc.
Qualitative, on the other hand refers to content, style, adherence to policies etc.
Productivity Metrics
In Call Centers, this measure how effective agents are in using their time and how
efficient they are in maintaining the balance of the various aspects of their jobs.
Preventive Steps
• making sure that all representatives have adequate technical training
and customer handling skills.
• teaching team members how to project confidence when dealing with
customers.
• illustrating the difference between confidence and arrogance, making
sure all representatives know how and where to draw the line
between these two very different ways of dealing with a customer.
e. First Call/Contact Resolution (FCR) Customers who avail such service/s as
billing, account status, product information, technical assistance, among
others, would want their inquiries be answered as quickly as possible.
Companies share this goal, as faster resolution equates to lower support
costs.
f. Resolution Time (Time – to – Resolution or TTR) Resolution time (or TTR for
time-to-resolution) helps organizations track the average amount of time
spent in resolving customer issues.
____________________________________________________________________________
TLE 10 – CONTACT CENTER SERVICES AUTHOR: RUTH E. TIDOY
Quarter 2-Week 6 ILLUSTRATOR: MILES CUNANAN
• caseload of the representative and his/ her diligence in following up
with customers play into the equation.
1. Quality Metrics refer to how well agents accomplish their tasks, especially
their primary function of customer contact.
Categories of Quality Metrics
a. Standards describe the minimum acceptable level of performance for
all agents.
b. Objectives. Objectives are qualitative. They describe something that
will be accomplished to different degrees depending on the agent’s
skill level and on the unique properties of the call, email, or chat
session.
Activities
Activity 1.1 Call Center Metrics Acronyms
DIRECTIONS: Write the complete terms for the following acronyms in your answer
sheet..
1. ACD
2. CSAT
3. TTR
4. QA
5. FCR
Below are some video clips which will take you to the world of a call center agent.
Watch each one and observe it carefully.
1. URL: http://www.youtube.com/watch?v=kudxLVJRmM0
____________________________________________________________________________
TLE 10 – CONTACT CENTER SERVICES AUTHOR: RUTH E. TIDOY
Quarter 2-Week 6 ILLUSTRATOR: MILES CUNANAN
2. URL:http://www.youtube.com/watch?v=-Xhy9V7V-90
DIRECTIONS: After watching the video, write down your observations in your
answer sheet about the following:
1. reasons why they took the call center job
2. advantages of being a call center representative
3. economic implications of the BPO industry
4. ways and means of maintaining quality call center service
____________________________________________________________________________
TLE 10 – CONTACT CENTER SERVICES AUTHOR: RUTH E. TIDOY
Quarter 2-Week 6 ILLUSTRATOR: MILES CUNANAN
Remember
Quantitative metrics refers to calls per hour, average call time, time between calls,
etc.
Qualitative refers to content, style, adherence to policies etc.
Productivity Metrics measure how effective agents are in using their time and how
efficient they are in maintaining the balance of the various aspects of their jobs.
Average Call Duration (ACD) tracks the length of time a customer is on the phone.
Call Quality attempts to determine customer satisfaction with the support received
by phone.
Standard criteria are those elements that should be included or “standard” in every
call, by every representative
Objective criteria include elements such as building rapport with customers and
using proactive, and service-oriented language
Resolution Time (Time – to – Resolution or TTR) Resolution time (or TTR for time-
to-resolution) helps organizations track the average amount of time spent in
resolving customer issues.
Quality Metrics tells how well agents accomplish their tasks, especially their
primary function of customer contact.
____________________________________________________________________________
TLE 10 – CONTACT CENTER SERVICES AUTHOR: RUTH E. TIDOY
Quarter 2-Week 6 ILLUSTRATOR: MILES CUNANAN
Post-Test
DIRECTIONS: Identify the call center metrics described in the statements below.
Write the letter of the correct answer in your answer sheet.
1. It refers to how well agents accomplish their tasks, especially their primary
function of customer contact.
2. It measures how effective the agents are in the use of their time and how
efficient they are in maintaining the balance of the various aspects of their
jobs.
3. These are elements that should be included or are present in every call by
every representative.
4. It intends to measure a customer's satisfaction with the service received,
which is usually expressed as a percentage between 0 and 100, with 100%
as completely satisfied customer rating.
5. This evaluation is done by listening to calls and following the criteria listed in
the monitoring form.
6. It tracks the length of time a customer is on the phone. It is usually
measured in minutes and exclusive of any pre-call preparation or post-call
documentation, typically referred to as ‘wrap’.
7. It refers to tracking the average amount of time spent resolving customer
issues.
8. This refers to the frequency with which issues are to be brought up to higher
levels of management in the course of supporting our customers
9. It includes building rapport with the customer, handling challenges
effectively, and using empathy as appropriate. When measuring objectives,
the representative assesses how well they were met.
10. It is on top of the list for many organizations when it comes to the
metrics they are tracking resolving issues as quickly as possible
____________________________________________________________________________
TLE 10 – CONTACT CENTER SERVICES AUTHOR: RUTH E. TIDOY
Quarter 2-Week 6 ILLUSTRATOR: MILES CUNANAN
Reflection
Call Center Simulation
DIRECTIONS: Imagine that you will be subscribing to an Internet Service Provider
(ISP). Reflect on your possible expectations if for example, you were able to avail of
their service.
1. On the first column, list down the possible reasons which you think would
require you to call on their customer support service.
2. On the second column, write your expected response that would satisfy your
problem.
3. On the third column, write down a response that would probably cause
dissatisfaction on your part as the customer. Expected Service of an Internet
Service Provider
1. ex. Connection reliability
2. ___________________________________
3. ___________________________________
Possible Problems
Encountered with the Satisfied Customer Dissatisfied Customer
Service
1.
2.
3.
References
TLE_ICT_CCS_GRADE_10_LM pp 174 - 183
URL: http://www.youtube.com/watch?v=kudxLVJRmM0
URL:http://www.youtube.com/watch?v=-Xhy9V7V-90
____________________________________________________________________________
TLE 10 – CONTACT CENTER SERVICES AUTHOR: RUTH E. TIDOY
Quarter 2-Week 6 ILLUSTRATOR: MILES CUNANAN
____________________________________________________________________________
TLE 10 – CONTACT CENTER SERVICES AUTHOR: RUTH E. TIDOY
Quarter 2-Week 6 ILLUSTRATOR: MILES CUNANAN