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These reports are the snapshots, the tangible records that document everything from call volumes and servicelevels to agent productivity and customer satisfaction scores. Adherence to Schedule : Monitoring the percentage of time agents adhere to their scheduled duties directly impacts staffing efficiency and servicelevels.
Proper training : Giving proper training to agents in the beginning is very important as they will learn how to resolve certain issues and have the proper knowledge of the campaign. This will improve campaign performance overall including agents’ servicelevels.
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