I have received several ask questions regarding

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Unformatted text preview: endance part of an agent's performance evaluation. Copyright © 135 2005 BenchmarkPortal, Inc. This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Health-Plan/Health-Care Industry Benchmark Report Q & A Category: “Employee Development” Question Answer Are the any client references that you can offer for Agent Certification? We do not do Agent Certification. Two of our partners do offer excellent Agent Certification programs: 1. Human Technologies 2. STI Knowledge Client has developed a certification course for CSRs and other customer care support employees. Is there any industry-acceptable average of those participants who should pass the test on the first try? They would like to ensure that 80% of those reps taking the assessment will pass it on the first attempt, but there is some concern that this number may be too low (or too high). All testing and certification depends heavily upon proper training and preparation of the applicants. Purdue has a CSR certification program, and our target is that 70% will pass the assessment on the first attempt. There is not a negative stigma for “not passing,” i.e., it is not thought of as being a failure. If they do not pass, they hit the books again and then try the examination again. I greatly support the concept of certifying CSR with a combination of on-the-job experience and “theory” about the practice of satisfying customers. I would love to know more about the company you are serving, and about their certification process. Let me know if I can assist you. Do you have anything specific on Contact Center career paths/progression? Thank you. There are so many career paths/progression options in contact centers that I am not sure where to begin. For agents to move up the call handling “ladder” there are the logical steps from Level 1, 2, and 3 (mostly skill dependent) to Team Lead, to Subject Matter Expert (SEM), to Supervisor, to Queue Manager, to Contact Center Manager. Branches in this progression can include moving into the analytic world of report preparation, workforce optimization, contact forecasting, and the like. If neither of these are functional progressions, a career path could be going into technical solution support for the contact center. How many call centers use Fair-Compare? FairCompare is our agent satisfaction and feedback service. Currently there are between 50 and 100 customers in the pipeline. We have received “rave” customer reviews on this unique product. My agents are responsible for entering a lot of customer data about other details. Data entry errors are very costly, and it takes a lot of time to correct the mistakes. Is there some data on best practices that I could use as a performance guideline for what we should achieve in the data entry process? Our benchmark data shows that call centers that require agents to enter data achieve an error rate of fewer than two errors per 10,000 data fields entered. For example, if you have a center wit...
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This note was uploaded on 02/22/2012 for the course CSR 309 taught by Professor Staff during the Fall '08 term at Purdue University-West Lafayette.

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