Advanced Team Management

Question 1

Now what are quartiles?

Answer 1

Quartiles are the values that divide a list of numbers into quarters that are established by the client and Atento Colombia.

Question 2

Now as we follow the graph we run into Stratified Monitoring

Answer 2

In other words it is a focused group of excellent and bad practices, Could be on any of the given examples NPS, AHT. Which is then provided to operation as What to do and what NOT to do

Question 3

Now in the contact industry we have to learn to Profile offenders

Answer 3

Behavior vs Skill

Question 4

Examples of behaviors

Answer 4

If recognized any of the following camping, Calls being transferred to wrong department or for NO apperant reason, Calls being unplug. If It’s proven, there will be a Coaching sitting and weekly screen. If the problem persevere, disciplinary actions will be taken.

Question 5

Example of Skill

Answer 5

Supervisor must fulfill 3 monitors and diagnose the causes Supervisor render feedback to the agent, proposes improvement actions and resonate the commitment acquire. Perform at least 1 weekly monitoring to demonstrate the elimination of causes and betterment.

Question 6

Now this is the Comitee of Ofensors where Lead QA

Answer 6

will meet with coordinators to dialogue on acknowledgement and efficiency of activities that supervisors must execute.

Question 7

What is a Indicator?

Answer 7

Indicators are ways to measure.