KPI Crossword

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Across
  1. 2. A code used after a call
  2. 5. When a customer expresses dissatisfaction about a product or service
  3. 6. Sending a call to a different department
  4. 9. Passing an issue to a supervisor
  5. 11. A system used to record customer information, interactions and notes
  6. 12. When a customer requests to be called back
Down
  1. 1. system containing information CSRs use to help customers
  2. 2. Average time it takes to handle a call
  3. 3. A guide
  4. 4. A way to measure CSR performance
  5. 7. Showing understanding for how the customer feels
  6. 8. Pausing a call
  7. 10. How well a CSR follows scheduled work times