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Report Processes by Mind Map: Report Processes
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Report Processes

1: Gathering Process

Calls (when recording is in place)

quality, <*>

volume, average time spent on phone

Livechat

quality, evaluation of chats <*>, delivery, grammar, spelling, resolution, Customer Satisfaction?, Correct Response?

volume, average time spent on livechat

Email responses

volume, #of responses in x days (have set averages)

quality, passive check, x #of predefined reply emails <*>, x #of custom reply emails <*>, active check, flagged in webdoc by Amber for review, Gerard to notify Amber of poor responses as well

2: Creating Report from Gathered information

volume load

overall quality

specific examples of strong service

specific examples that require improvement

Areas for performance improvement

how this can be done, retraining?, restructure process?

Gerard's submitted evaluation of team member (state of member)

personal issues

health

job satisfaction level

3: Evaluate

Overall Grade-A, B, C, D, F (with checks and minuses)

What can employee expect if performance improves. What can employee expect if performance declines

Does support need to start looking for new recruits for eventual replacement?