By the way Nemnoch my average on quality is 88%...I guess I deliver good customer service don't I? If I wasn't my average woudn't be that high! Were do I loose points most of the time? Forgot to mention self serve tool, or forgot to ask if client is satisfied with the service at the end. Also often loose points on the sales part, when they say they don't want I just move on instead of rebottling and try to close the call
My first calll resolution is 80%...and should even be higher, we are making verifiction right now on how that stat is calculated because we belive that even if client calls for another reason later on it would lower my first call resolution , and that shoudn't be the case.
