Question: You are the Operations Director for a global tech solutions customer support division, overseeing a team of 7 5 technical support representatives spread across three

You are the Operations Director for a global tech solutions customer support division, overseeing a team of

75

technical support representatives spread across three international call centers. The company has been experiencing increased customer complaints about resolution rates. You need to conduct a comprehensive analysis of your division's operational efficiency to identify potential improvements and justify resource allocation.

To most effectively evaluate the process efficiency of your customer support division, which factors would you need to consider to provide the most comprehensive insight into operational performance?

Number of support tickets completed, total employee working hours, average revenue per resolved ticket

Average call duration, total number of support tickets, and hourly wage of support representatives

Total support hours worked, number of successfully resolved tickets, average fully

-

loaded labor cost

Total number of resolved tickets, alverage customer satisfaction rating, fotal operational costs

You are the Operations Director for a global tech

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