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Handling escalation calls & e-mails & irate customer complains
Assigning e-mail & web cases to executives
Assigning Bounce Email Callings & updating the master file daily
Preparing & sending various MIS reports to concerned departments
Conducting root cause analysis of complains
Monitoring productivity of executives on various parameters like average handling time, quality of calls & e-mails, etc.
Enterprise monitor tracking, analyzing calls in queue & abandoned calls
Managing & continuously improving team’s performance and quality parameters & scores
Updating the team on new developments within the company & markets
Co-ordination with other departments regarding enquiries & complains
