We recently joined forces with Call Centre Helper to conduct a survey. With so much upheaval in the industry, we wanted to find out what’s really going for QA professionals on the ground.
Did they answer us? You bet. We got a ton of responses telling us:
What they’d like to change about their QA program
How often they update their scorecard questions
What they’re measuring on digital channels
Which tools they use (the percentage still using spreadsheets for QA will shock you!)
How much agents are really engaging with QA
Thinking about your own answers? Download the report now and see if your peers agree. 👉
