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…

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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