Multiple choice2)Ella is a team lead for a food delivery campaign. Kate joined her team and was assigned to a non-voice account three months ago. Before that, Kate used to take calls for the same campaign. Ella noticed that Kate hasn't been meeting the handle time target. Which appropriate records/documents should Ella check to confirm her observations about Kate? Select all that apply.CRM logs or client management tools (e.g. Zendsk, Talkdesk, etc.) to see which cases took a long time to resolveAsset log, to check what equipment the teammate is using and how long they've been using itCase notes, to see the steps taken to resolve customer queriesAttendance sheet, to know how often the teammate reports to work
Question
Multiple choice2)Ella is a team lead for a food delivery campaign. Kate joined her team and was assigned to a non-voice account three months ago. Before that, Kate used to take calls for the same campaign. Ella noticed that Kate hasn't been meeting the handle time target. Which appropriate records/documents should Ella check to confirm her observations about Kate? Select all that apply.CRM logs or client management tools (e.g. Zendsk, Talkdesk, etc.) to see which cases took a long time to resolveAsset log, to check what equipment the teammate is using and how long they've been using itCase notes, to see the steps taken to resolve customer queriesAttendance sheet, to know how often the teammate reports to work
Solution
Ella should check the following records/documents to confirm her observations about Kate:
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CRM logs or client management tools (e.g. Zendesk, Talkdesk, etc.) to see which cases took a long time to resolve. This will give Ella an idea of how long Kate is spending on each case and whether this is contributing to her not meeting the handle time target.
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Case notes, to see the steps taken to resolve customer queries. This will help Ella understand if Kate is taking unnecessary steps or if there is a more efficient way to handle the cases.
The asset log and attendance sheet may not be as relevant in this situation. The asset log, which shows what equipment the teammate is using and how long they've been using it, may not directly impact handle time unless the equipment is faulty. The attendance sheet, which shows how often the teammate reports to work, may not be relevant unless Kate is frequently absent or late, which could impact her overall productivity.
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