Call Center Quality Assurance
Call Center Quality Assurance |
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Call Center Quality Assurance |
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Call Center Quality AssuranceA good call quality program includes various factors such as competent staff, reasonable quality guidelines, a good feedback system, and consistency. When the guidelines used to score calls are no longer relevant or useful in terms of caching and development of reps, they must be revisited and updated. One of the worst things that can happen to a call quality effort is the degradation of the scoring behaviors into a list of incongruent, although structured, behaviors that don't lead to the enhancement of the customer's experience. In addition, when scoring guidelines fail to capture and properly weigh specific behaviors (desirable or undesirable), the entire monitoring effort becomes a waste of time. Call center reps and management must have a well thought out and well executed call monitoring process that is clearly understood and flexible to the changing needs of the operation. Regardless of the operation all Call center monitoring, or Quality Control, departments must have at the very least the following factors in order to be effective:
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REFERENCE: CARTOON # 30 |
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