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Working as a quality analyst giving feedback to the reps about callquality which has both soft skill and technical aspects is my KRA. And there is also a general feedback to use multitasking to decrease the AHT, ATT & ACW.The faster the resolution of the customers issue the more satisfied the customer would be.
But care should be taken if the person to whom feed back is to be given is not in a good mood. He /she would be defensive. It would be better to choose another day for feedback.
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