Is your call quality team (QA team) sending you a message?

Call Quality Team.jpgAs a former contact centre leader, I had the opportunity to develop and implement a quality monitoring program across three sites totaling 500 customer service representatives. I protected my team by ensuring that they focused on not just evaluating criteria, but also providing action-oriented feedback.


At the time, my leader did not want my team to assist by taking calls when service levels were not being met or when unexpected call volume increased…

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