Performance Evaluations

The only way to truly know if one is meeting the goals and standards set by the company is to evaluate their work. Each company has its metrics that each employee must adhere to.
Consistent service is properly performing one’s duties this week is great, but properly performing one’s duties more often than not is better.
Abandoned calls are those that are deserted by the customer before speaking to a representative. Its rate indicates whether or not an agent is being productive.