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    This document outlines key performance indicators (KPIs) for customer service representatives. It lists KPIs such as customer satisfaction rates after engaging with representatives, the percentage of complaints resolved within a set time frame, the percentage of completed call center calls, average handling times for call center calls, and average response times for emails or other correspondence. The KPIs provide metrics for evaluating representative performance in areas like complaint resolution, call handling efficiency, and customer satisfaction.

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    This document outlines key performance indicators (KPIs) for customer service representatives. It lists KPIs such as customer satisfaction rates after engaging with representatives, the percentage of complaints resolved within a set time frame, the percentage of completed call center calls, average handling times for call center calls, and average response times for emails or other correspondence. The KPIs provide metrics for evaluating representative performance in areas like complaint resolution, call handling efficiency, and customer satisfaction.

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    1 views1 page

    Kpi

    Uploaded by

    viralparekh6626
    This document outlines key performance indicators (KPIs) for customer service representatives. It lists KPIs such as customer satisfaction rates after engaging with representatives, the percentage of complaints resolved within a set time frame, the percentage of completed call center calls, average handling times for call center calls, and average response times for emails or other correspondence. The KPIs provide metrics for evaluating representative performance in areas like complaint resolution, call handling efficiency, and customer satisfaction.

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    sr. no.

    key result area


    performance

    Increase satisfaction levels with dissatisfied customers.


    Efficiently and appropriately handle customers’ complaints.
    Examples of KPIs for customer service representatives:

    Customer satisfaction rates after engaging with customers service representatives


    Percentage of complaints resolved within a set time
    Percentage of completed call center calls
    Average handling time for call center calls
    Average time to answer email or other correspondence

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