Metrics

We work on pre determined metrics in consultation with our clients to ensure that there is a significant improvement between pre and post metrics measures.

On Servicing customers, the metrics that were taken into consideration were commonly Voice of customer, call quality scores, Defects in handling calls, productivity index, Escalations, Initiating process improvements, highlighting process breakdowns etc

On Sales, the metrics were sales numbers, rejects, productivity index, portfolio, etc

On People management, the metrics were attrition, team performance, voice of employee, number of star performers etc