J Capano
was active Not recently activeJ Capano joined iSixSigma 17 years, 10 months ago.
No articles yet.
1 forum post
No article comments yet.
Activity
-
J Capano replied to the topic Measuring Call Quality in a call center. in the forum General 17 years, 10 months ago
If you do the 28 question analysis it predominately covers a broad spectrum of generic situations for VOC. What is the possibility of tracking number of repeat calls from same customer for same problem. Other thoughts include the number of times a support person is needed to call customer back. Another aspect is hold time(s). How long is mea…[Read more]
