I worked as a senior specialist at Teletech for 2 years. I was a Customer Service Representative prior to becoming a Specialist. As a Senior Guest Specialist the KPI that we are trying to reach on a monthly basis was our Average Handling Time, we also make sure that the quality of calls are always followed, wherein we make sure that we have good communication skills, and we are able resolve issues from 2-3 minutes. On our system, we actually have a tool wherein we take down notes the summary of the call and the advise we gave to the agents.
