
They use a variety of reporting on statistics related to an agent’s performance: average call time, average hold time, customer satisfaction score, and so on. Agents who perform well are able to grow into other roles within the department, from specialist to expert, to lead.
Help answer questions real people are asking about your company. Your answers will be 100% anonymous.
The person asking the question will be notified of your answer, and it will be posted publicly. Your identity will be kept private