تقديم نموذج عمل لمدير فريق خدمه عملاء

تقديم نموذج عمل لمدير فريق خدمه عملاء
بجميع التفاصيل كالاتي:
What are the main factors correlating to contact rate increase
Where are areas of improvement of those support kpis “Contact rate,DSAT, AHT and restaurant KPIs”
list down all the kpis that you should monitor to enhance our customers’ experience.
AHT target is 8 mins and an agent can handle 3 chats at a time. How many agents would you need to achieve the AHT target , without including shrinkage and with 10% abs ?
How do you calculate Abs % ? and if you are facing an issue with adherence/abs what would be the suggested action plan ?
What’s the difference between SLA and AHT ?
Prepare a training / briefing guidelines for new candidates and existing agents on the different scenarios that can occur during the ordering life cycle & the type of inquiries / complaints that can occur from either restaurant or customer. Pick 3 of these scenarios and propose 3 processes to handle it
How can you address the underperforming members and what is the suggested plan and actions in steps to manage this.