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Representative Activity & Team Efficiency Metrics in Customer Service

Instructions:

Choose an answer and hit 'next'. You will receive your score and answers at the end.

question 1 of 3

What is the purpose of using metrics?

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1. This individual representative metric tells you the number of issues awaiting response or resolution.

2. This team efficiency metric tells you how long it is taking the team to effectively handle and close cases.

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About This Quiz & Worksheet

You have a direct way to assess your understanding of customer service efficiency metrics thanks to the quiz/worksheet combo. In order to pass the quiz, you need to know why metrics are used and also identify different types of metrics.

Quiz & Worksheet Goals

Move through this assessment, seeing what you know about:

  • The purpose of using metrics
  • A metric that tells you how quickly your team is addressing a customer's problem
  • The ultimate goal of an individual representative
  • A team efficiency metric that describes how long it takes for the team to handle and close cases
  • What tells you the number of issues awaiting response or resolution

Skills Practiced

  • Knowledge application - use your knowledge to answer questions about different types of efficiency metrics
  • Information recall - access the knowledge you have gained about the purpose of using metrics
  • Interpreting information - verify that you can read information about the ultimate goal of an individual representative and interpret it correctly

Additional Learning

Briefly explore the lesson, Representative Activity & Team Efficiency Metrics in Customer Service, to review more material. Other topics you can go over include:

  • Why team efficiency matters
  • Types of team efficiency metrics
  • How to use customer service metrics
  • Roles of a customer service manager
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