Team performance briefing document prepared:
Key Achievements:
- Customer acquisition up 12% this quarter
- Average response time reduced to 2.5 hours (from 4 hours last quarter)
- New onboarding process increased client retention by 8%
- Successful launch of mobile app with 10,000 downloads in first week
Challenges:
- High volume of inquiries causing occasional delays in non-urgent requests
- Integration issues with legacy CRM system affecting data accuracy
Opportunities:
- Expansion of live chat support to 24/7 coverage
- Implementation of AI-powered ticketing system to improve efficiency
KPIs:
- Customer satisfaction score: 4.2/5 (up from 3.9 last quarter)
- First contact resolution rate: 78% (up 5%)
- Net Promoter Score: 42 (industry average: 38)
Detailed performance metrics and client feedback summary attached.
