Survey Results
Customer Reps
		Job Performance		Call Tracking
Largest Obstacle		above avg.	avg.	above avg.	avg.
8	Capturing the DNIS(screen clears or another call comes through)	4	4	5	3
3	Don’t know how to track a particular call (Not enough disposition categories)	2	1	2	1
4	Hang-ups and Information only calls ( affects bonus so is not reported)	2	2	4
3	Having to write on hard copy	2	1	3
1	Phantom Calls	1		1
1	Constant changes in procedures	1		1
1	Not understanding why accurate tracking is required	1			1
		above avg.	avg.	above avg.	avg.
How to Improve
3	Add categories when needed	2	1	3
3	Hold new calls until CSR is ready	2	1	2	1
2	Write DNIS down and track later	2		2
1	Clear policy on how Ghost calls are handled	1		1
1	More communication (make sure CSR’s	1		1
	know why tracking is important
1	Practice (Greater training)		1		1
1	Re-evaluate conversion percentages		1	1
1	Hold DNIS on display		1	1
1	Screen pop regardless of hang-ups	1			1
1	Speed up software		1		1
1	Faster automation downtime		1		1

 
 
 

Managers
		Job Performance		Call Tracking
Largest Obstacle		above avg.	avg.	Very important	Important
3	Hang-ups and Information only calls	2	1	3
	(affects bonus so is not reported)
2	Having to write on hard copy	1	1	2
2	Rep indifference to their job	1	1	2
1	Reps aren’t required to track accurately	1		1
1	All screens are not set up to pop		1	1
How to Improve		above avg.	avg.	Very important	Important
3	Making all screens pop		3	3
2	Increase training	1	1	2
2	Making phone unable to go to Available	1	1	2
	without a tracked call
2	Reprimand CSR’s more frequently for not	2		2
	properly tracking
1	Have pop-up reminders	1		1
1	Watch CSR’s who try to inflate their numbers	1		1
1	Penalize CSR’s by removing conversion/attendance	1		1
	incentives if tracking isn’t done
1	Hire better CSR’s	1		1
1	Fire CSR’s who do not track properly	1		1