SUPPORTING THE PROFESSIONALS SHAPING QUEENSLAND COMMUNITIES


QA metrics

  • 1 Jun 2021 16:05
    Message # 10579146

    Hi all, 

    Lets chat about metrics what are we all measuring, why and how? 

    at Noosa we -

    Agent KPI's 

    • AHT  <5min
    • ACW <60 seconds
    • Livepro monthly quiz results 100%
    • Not responding <1% of on queue time
    • Schedule Adherence <1min variance of allocated start and break times
    • Cash handling accuracy = 100%, no errors. 
    • Data integrity = 100% on all requests, memos, receipts, applications etc checked. 

    Customer Service KPI's

    • GOS 80% of calls in 60 seconds
    • Abandon <10%
    • ASA <60 seconds
    • FCR 60%

    Cheers

    JP

                  

Powered by Wild Apricot Membership Software