The KPI’s of the following will be discussed as below

1) The KPI’s of the following will be discussed as below
 call/enquiry/complaint
handling time
1) On-air call recording options as well as to
complain about handling employees.
2) Problem report within the timing of 48hours
 assisting team members to
improve customer service
1) provide mentorship and coaching services
2) assisting the checklist for performance
improvement
 assisting other internal
customers of the customer
service team
1) proving team leaders
2) providing assistant team leaders and
supervisors
 ability to handle complaints 1) efficient employees
2) effective team management
 ability to record and store
customer information
1) updated storage devices
2) personal computer
 customer satisfaction 1) feedback from customers
2) Customer survey’s

2. Procedure for maintaining the performance of the team members are as follows:
Step 1- designing effective planning for monitoring
Step 2- designing effective report management mechanism which will evaluate the
progress update of the employees
Step 3- recommendations for further project improvement
Step 4- ensuring that the employee is meeting the guidelines and working on the
recommendations that are being provided by the team leaders
Step 5- project checklist for further improvements to be processed.

3. Survey Questionnaire to collect the feedback of the customers are as follows:
Survey questionnaire
Name:
Age:
Gender:
1. How would you rate our service out of 5?
2. Did you enjoy our service or the product?
3. How would you describe our customer executives?
4. How satisfied or dissatisfied are you with our customer service?
5. How would you suggest to our customer executives?
6. How fast do our company respond to your queries?
7. Would you come and take our service again?
8. Will you recommend our company’s service to others?