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APPENDIX M CALL CENTER REFERENCE MODULES2/11/15PennDOT will provide informational reference modules that the contractor will be required to use to provide answers to customer questions. Currently,
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Call center reference modules are documents or forms used to record and track important information related to call center operations.
Call center managers, supervisors, or designated personnel are typically required to file call center reference modules.
Call center reference modules are usually filled out by entering relevant data such as call volume, average handle time, service level, etc. into the designated fields or sections.
The purpose of call center reference modules is to provide a structured way to collect and analyze key performance indicators (KPIs) for call center operations.
Information such as call volume, call duration, call resolution rate, service level, average handle time, and agent performance metrics must be reported on call center reference modules.
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