Understandability (KPI)

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Understandability (KPI)
Understandability as one of the KIP in some of the organizations.
How can we help our advisers understand this KPI better, when it comes to articulation, pronunciation, pace and tone.

Helper

Call Centre Helper

Did the advisor understand the customer's problem?
I guess that this is an important consideration in the contact centre.

The key questions are
On a scale of 1 to 10 how well did
1. Did the advisor understand the customer's problem?
2. Did the customer understand the advisor?

You may find these articles of use
https://www.callcentrehelper.com/tips-improving-tone-of-voice-124419.htm
https://www.callcentrehelper.com/how-to-use-vocal-pitch-and-pace-on-the-phone-2644.htm

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