FACT but be very careful…
Ultimately if you place NPS as an individual metric against the CSR you will see it increase. Humans are very ingenious. However, as with many other metrics it takes more than a target to achieve the goals you’re after. If coaching isn’t targeted to helping CSRs improve NPS (as is also the case with AHT and transfers) then you risk driving undesirable behaviours. As a tip, refunding fees is probably the most influencing action a CSR can take to lift NPS (think about that for a second).
Having said all of that, we are strong supporters of NPS as a target but it must be balanced against enquiry type and other metrics. The way to do this is enabling the team leader/coach with great insights so they know who and what to coach and ensuring leadership skills are strong.
The end goal, and way to get NPS up is to send the right call to the right person at the right time. You must factor in customer need, urgency, importance, value and one of the most complex on the supply-side, CSR preferences and true capability (not just skill associated to some training they may or may not have undertaken).