What Call Center Agents Wish That Managers Knew About Monitoring
How Can Call Center Quality Management Predict Brand Success?
Do You Know the Best Way to Measure Call Center Quality?
How Scorebuddy Call Center QA Helps One of the World’s Largest Airlines
Why Scorecards Are A Call Center QA Manager’s Secret Sauce
Who are the QA Stakeholders in your Call Centre?
Anatomy of a good call part 4: The Future
What is a Quality Monitoring Scorecard?
We talk to Call Centre Managers & QA Managers every day, and scorecards will come up in the conversation close to 9 times out of 10. Some Call Centres are already using them in some form or another, but there is a large enough percentage of customers that would be new to the concept.
Check out this overview of what you should be looking to have in your scorecards…
Anatomy of a good call: Part 3. Measurement
Typically Call Centers measure calls handled, average handle time or first contact resolution. In the case of a sales team the number of sales closed is often tied to performance. These are all justified and important to track, however, how do you REALLY know that you are providing a quality service?
Anatomy of a good call: Part 2. Best Practice
During their job interview your agents will have said that they are great communicators. You will have assessed their language skills, their ability to do the job technically, their levels of empathy and their general demeanour.
Anatomy of a good call: Part 1. Your Agents Brain
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