Manager Call Center Question:
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Please explain what metrics do you consider the most important factor in measuring customer satisfaction?

Answer:

Describe the metrics you use and why. Common metrics include:

☛ first response time
☛ first contact resolution
☛ problem resolution time
☛ resolution rates
☛ escalation rates
☛ customer retention
☛ referrals
☛ call volumes

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Can you explain me about a customer service policy that you have developed and implemented?Tell me how do you identify an agent’s strengths? Weaknesses? How would you use this information?