Rcx 2

Which if the below is a Purpose of Quality is

• Business intelligence

• Agent level feedback

• Business level feedback

• All the above

What are the Quality KPIs

FCR is not a Quality Metric

• Yes

• No

We can change a benchmark target and increase it

• Yes

• No

95% is a target for an account that is not measuring satisfiers and Dissatisfiers

• Yes

• No

Agents are the mostly the main reason for quality drop

• Yes

• No

Program level sample is done for projects less than 15 agents

• Yes

• No

Sample size calculator is used for agent level sample as well

• Yes

• No

Randomizer is used for program level sample only

• Yes

• No

4 transactions for tenured and 8 for non-tenured is the agent level target

• Yes

• No