Across
- 8. comparison with a standard
- 10. Elite award for customer surveys
- 13. positive answer given by member
- 14. Customer Service Vice President
- 15. survey score for Pinnacle certification
- 16. answer given by member
- 17. Survey percent for special services
Down
- 1. FCR Goal
- 2. Who typically reviews surveys
- 3. location of resolution & FCR score
- 4. Call Center Manager
- 5. Department Manager
- 6. specializes in measuring FCR and customer satisfaction
- 7. First Call Resolution
- 9. surveys needed for WC per quarter
- 11. SQM World Class Certification
- 12. Who typically reviews surveys