Lessons

• Goals

• Coaching Interactions

• Bias

• Interaction

• Try It Out! Assignments

• Recall Scheduling

• Customer Declined to Complete the Survey

• Outbound Scheduling Calls

• Outbound Training Glossary

• Total Units

• Units per Hour Worked

• Schedule Adherence Percentage

• Quality Assurance Review Count

• GROCS (Quality) Average

• Average Call Handle Time

• Combined ACW/NR Percentage

• Why these Key Performance Indicators (KPIs)?

• Xtime

• WebForm

• TimeHighway