Anam Afzal

Monitor call center employees to ensure they provide customer service conforming to company guidelines.
•Provide reports on call center performance for the operations team and center managers.
•Provide employees with training and coaching to help them improve their skills.
•Track the performance of employees to identify trends and make sure they meet sales and performance goals.
•Make sure call center employees provide complete and accurate information to callers.
•Recommend and develop quality programs according to the client’s requirements.
•Monitor the client affairs via live monitoring and use of the call recording systems.
•Review and develop the organizational policies, activities and operational SOPs.
•Prepare and cascade month and weekly QA reports to the direct manager.
•Support and develop programs for continuous development of the CSRs.
•Managing and preparing the relative SM posts and feeds.

and evaluating the calls within the bounds of set criteria.
•Keep in order agent behavior to ensure that they are meeting compliance and quality standards.
•Rapidly responding to incidences of non-compliance by providing the agent with effective corrective coaching.
•Training CSR for better product knowledge, soft skills and to build a relationship with the customer.
•Investigating and addressing the root causes of operational defects.
•Scoring and analyzing the monthly performance of more than 200 agents.

, understanding and solving the customer’s problems.
•Adherence to a script or other guidelines.
•Demonstrating the ability to control the conversation.
•Display ability to retrieve relevant product or service information and use if effectively to handle customer enquiries.
•Studying and escalating the problems to correct department for better solutions.

Skills Learnt during Work experience

data related to students and Management of Filing system (Soft and Hard).