Month Calls/Hr Cs Score Job Sat. Esc. Res
1 12,135 88 84 7 86
2 11,557 89 82 9 85
3 13,550 86 88 11 90
4 14,056 94 81 10 83
5 10,52 85 90 13 92
6 11,599 92 92 8 93
Monthly Goals: Calls per Hour (Calls/Hr) ≥13,500, Customer Service Score (CS Score) ≥85, Job Satisfaction (Job Sat.) ≥89, Escalations (Esc.) ≤9, Resolutions (Res.) ≥90
Which area would you want the team to train others on?
A. Calls per Hour
B. Customer Service Score
C. Escalations
D. Job Satisfaction
E. Resolutions