The California State Automobile Association (CSAA) examined its performance drivers and changed its focus from holding agents accountable for statistics - such as average handle time and number of calls answered per hour, to a transaction quality focus - such as agent knowledge levels, interaction with members, and how well agents navigated and used the organisation’s systems. Basic service level metrics continued to be used to identify training or assistance needs or the efficacy of the tools...

BPIR Categories

9.5.1 Develop performance management approach
1.1.5 Conduct customer surveys
6.4.1 Improve process/service performance
15.2.1 Customer satisfaction, accolades, awards

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