Executive
Vodafone Limited
Ahmedabad,India
42d ago

Would be responsible for handling back office queries for the NZ Consumer & Enterprise customers.

They would be required to performback office tasks to mitigate areas of customer dissatisfaction, process failure and advisor failure by conducting a full investigation.

The agent will have the following KPI’s that his performance will be gauged on the below :

Quality

Productivity / Efficiency

TNPS - Touchpoint Net Promoter Score as measured through customer touchpoint survey

First Time Fix - Percentage of calls resolved on first call, as measured through customer touchpoint survey

Absenteeism

The agent willhave the following KPI’s that his performance will be gauged on the below :

Quality

Productivity / Efficiency

TNPS - Touchpoint Net Promoter Score as measured through customer touchpoint survey

First Time Fix - Percentage of calls resolved on first call, as measured through customertouchpoint survey

Graduate

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