Smart action plan for call center agents

It’s well known that the phone is one of the most frustrating customer service channels for US internet users. 47% of consumers have abandoned a company for one of their competitors due to subpar customer service. 

These stats prove understanding why organizations need to focus on QA in call centers isn’t a point that provokes much debate.

Instead, organizations should focus on improving and maintaining quality customer service for their QA in call centers. 

What is Quality Assurance (QA) in the Call Center? 

Investing in an automated call center quality assurance solution is a good start, but like any business solution, it needs to be used carefully to produce the best results. 

Call Center Managers understand the importance of continuously monitoring and improving their call center quality assurance, especially since their performance is significantly based on quality assurance metrics. 

However, once a quality assurance solution is in place, it typically remains a static process that is seldom reviewed and/or assessed for improvement.

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action plan to improve quality in call center

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