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Phoned Incidents Resolved on First Contact
- Meets Expectations = 30%
- Exceeds Expectations = TBD
- Outstanding = TBD
- Incidents Resolved within 2 Business Days
- Meets Expectations = 85%
- Exceeds Expectations = 90%
- Outstanding = 95%
- Service Requests Resolved within Schedule Date
- Meets Expectations = 85%
- Exceeds Expectations = 90%
- Outstanding = 95%
- Call Abandon Rate
- Meets Expectations = Reduce baseline (21.3%) by 50% (10.7%)
- Exceeds Expectations = Reduce baseline by 75% (5.3%)
- Outstanding = Reduce baseline by 90% (2.1%)
- Call Wait Time
- Meets Expectations = Reduce baseline (2 min 38 sec) by 50% (1 min 19 sec)
- Exceeds Expectations = Reduce baseline by 75% (38 sec)
- Outstanding = Reduce baseline by 90% (15 sec)
- Customer Satisfaction
- Meets Expectations = 4.60
- Exceeds Expectations = 4.75
- Outstanding = 4.90
METRICS
Metrics for the above goals can be found at https://tableauqa.itap.purdue.edu/#/workbooks/1810/views for team and individual performance.
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