Question: Bookmark question for later Starting a project focused on customer complaint resolution speed, a team collected voice of the customer. A crucial step is to

Bookmark question for later

Starting a project focused on customer complaint resolution speed, a team collected voice of the customer. A crucial step is to translate the VOC data into measurable items. For such purposes, the team set up a CTQ tree. Below you have an excerpt of the tree. Looking at the excerpt, what can you conclude?

To improve the VOC, you need to address call handling time

Taking too long for resolution is the critical customer need

XYZ is a requirement to achieve the voice of the customer

Resolution turnaround time is a performance driver

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