I run a Quality Assurance Team for a financial company. I need to start tracking the monitoring team there performance on the quantity and quality of the customer service representatives they are monitoring. The Customer Service Department (Call Center) is a department of 60 people.
I only have 2 full time evaluators, and 3 part time evaluators.
Our department needs 14 calls, per CSR evaluated per month, (840 calls per month)
Our evaluators (fulltime) are 2, and work 7.5 hours, 5 days a week.
Our Part timers work on average 7.5 hours a day, 3 days a week.
We need to make sure that biweekly, there is half of the total amount of calls evaluated for the department of 60 CSRs, (420 calls per 14 days).
What I need tracked are; Evaluators calls per days (quantity & quality), amount time spent on avg per evaluation.
Flow charts for evaluators to aim there targets, and other several reports that would assist.
On average, our goal is to only spend MAX 10-15 MAX evaluating calls. Our calls range from 2 mins to 30 mins in length.
Please advise on what you have to offer. ()
Hi,
I am from Philippines and a member of a Quality Cricle a group of people who solve the quality issues by providing a total Quality Reports Not only for a Call Center but also for Data Processing. I am very much good in reporting in regards to Quality Evaluation in fact I was awarded as a Quality Circle of the year. I do have a computer with an internet line for easy communication. I would like to talk to you for further question of the said project. You can reach me at the following:
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Thanks
Paquito Asignar Jr.
we can do this task with in time ...and better quality coz in my expeience time i v do a job i EXL call center plz look my profile and think about me ...
Dear Sir,
More than 15 years I have been working with many International Organization/UN (Local and overseas) and have acquired I believe, a sound knowledge of day to day commercial practice. I have practical experience/Training in data entry/data processing. My typing speed is 80 WPM in English.
Very proficient in computer software, such as Microsoft Word, Excel, PowerPoint, Access, and Internet.
My background and career goals seem to match your job requirements well, and I am confident I can perform the job effectively and timely.
Kind regards,
Cruze
Hello, I have extensive customer service experience as well as excel. I can manage this project for you as to your specifications. I am very detail oriented and can provide a quick turn around for the work. Thank you for your consideration.
Hi, I have worked on similar project for a construction company. We've done exhaustive study but I need more clarity on the specifications you need. We can negotiate on the price however.
I am an excel expert shouldn't be a problem to accomplish fairly quickly, I have built a call center quality assurance tracker before in excel. Please contact me asap I am available immediately to accomplish this task for you.
Hi,
I am a Quality Assurance Specialist for a call center in the Philippines and I am the one generating the QA reports on a daily, weekly and monthly basis. I will be able to assess the number of calls handled by your specialists on a per day, per week and per month basis. Aside from this, I will also be able to supply analysis for the action plans for each specialist in the event that there will be discrepancies in the number of evaluations produced by the specialists.
I can start with this project as soon as you provide me further details on what other action items you would like to have in the report.
Thank you for your consideration.
Blessie
I can create a Microsoft Access database for you that will allow for a front-end application for each associated to track when they start monitoring a call and when they stop. You can then run reports for both individuals and groups by any specified date.
I am an Excel expert and a Quality Assurance Manager. I also happen to be responsible for our global reporting. I have built a myriad of such reports. I'm certain I can provide the service you need.
