They just hear the feedbacks, does not necessarily mean, that, they will implement it as well. The metric system(if you are working for the customer facing voice process or applying for it, then you should know the following): The company works in a set of 5 metrics, CCT, VoC, QCAL, FCR and SA. CCT: will bug you the most. Almost 80-90% of the customer database that they have is of the age group of 60+ which definitely comes with the term, tech unsavy, and almost 90-95% of the process, revolves around the tech side, which customer needs to do themselves ONLINE, making it a horrible nightmare for you to make customers understand, how to do stuff, which indeed, sparks up your Call handling time (CCT) and if this continues for more than 2-3 months, you are in a corrective (warning from the company threatening to take your job). Let's say, that, you managed CCT, and did not provide complete resolution, because in all the cases, you won't be able to, you disconnected the call, and customer gives you a D-Sat, which will be there on your VOC, and in the span of 3-4 months, if your VOC is not at 100%, you again land into a corrective. Also, let's say that you met your VOC and CCT, and miss on one pointer that you will need to upsell and if you miss that, for more than 2-3 months on this, on QCAL you will get a corrective. If nothing of the above happens, and you try to keep the call and the Cx's issue is not fixed in one call that's taken by you, 15% of you FCR score will be deducted and maintaining FCR below 99% for more than 3 months, gets you to CORRECTIVE, once again.
