So I was pretty dissapointed with my drop in 'Solved on First Contact' metric at work.
I felt as though at Rio Tinto I had developed some great skills. To then have my SOFC metric drop from 97% to 70% was pretty disappointing.
Well disappointed I shall no longer be.
Todays Metrics for last week came out today:
Calls Taken - 178
Solved on First Contact - 172
97% Solved on First Contact
That means only 6 of my Service Calls had to be escalated to a Resolver Group where I could not resolve the problem.
Check out the big brain on Brad!
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