Question

Identify ways that a contact centre may use to monitor the implementation process for compliance with

service levels.

Answer 1

[AI-generated answer — Bot GPT 3.5]

1. Regular performance monitoring: Contact centres can monitor key performance indicators (KPIs) such as average handling time, first call resolution, and customer satisfaction scores to ensure compliance with service levels.

2. Real-time monitoring: Supervisors can monitor calls and chat sessions in real-time to provide immediate feedback to agents and ensure compliance with service levels.

3. Quality assurance checks: Contact centres can conduct regular quality assurance checks on agent interactions with customers to ensure that service levels are being met.

4. Call recording review: Contact centres can review recorded calls to evaluate agent performance and ensure compliance with service levels.

5. Agent coaching and training: Contact centres can provide ongoing coaching and training to agents to help them meet service level expectations.

6. Regular performance reviews: Contact centres can conduct regular performance reviews with agents to discuss their performance against service level targets and identify areas for improvement.

7. Customer feedback analysis: Contact centres can analyze customer feedback and complaints to identify any trends or issues that may impact service levels and take corrective action as necessary.

8. Workforce management software: Contact centres can use workforce management software to monitor agent schedules, workload, and productivity to ensure compliance with service levels.