What's included

• Creation of Dashboards

  Develop comprehensive dashboards to monitor KPIs such as call volume, average handling time, customer satisfaction scores, first call resolution rates, and agent performance metrics. These dashboards should provide real-time data and visualizations to support decision-making and performance management

• Coaching the Agents

  Implement a structured coaching program for call center agents. This includes conducting regular one-on-one coaching sessions to provide personalized feedback, identify skill gaps, and develop action plans for improvement. Focus areas include communication skills, product knowledge, and adherence to call center protocols

• Quality Analysis

  Conduct thorough quality analysis of customer interactions by reviewing call recordings, chat logs, and other customer interactions. Develop a quality assurance framework that includes scoring criteria, regular audits, and feedback loops. Identify common issues and trends, and provide actionable insights for improvement

• Report to Management

  Prepare and present detailed reports to management on call center performance, including insights from dashboards, results of coaching sessions, and findings from quality analysis. Include recommendations for strategic improvements, resource allocation, and policy changes