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…

Powered by WPeMatico