Tools for managing your site’s Quality Assurance team Managing your Quality Assurance Team The Expectations of Quality Agents Everyone works better when they know what is expected of them. To ensure high performance from your Quality Monitoring Agents you may consider using these expectations for their performance. A clear understanding of their goals will provide [...]
Quality Monitoring Standards
March 5, 2009 By Leave a Comment
Standards for Monitoring Monitor often. It is best to set a number of calls that supervisors or QA’s must monitor for each representative each month or each week. Communicate your monitoring process to the call takers. If the floor understands what you are monitoring for and why they will be more successful on the call [...]
Monitoring Tools
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All about Quality Monitoring This page is dedicated to house the tools of Quality Monitoring. If there is a form that you feel is missing, please contact us via the “contact us” form and we will help you find what you are looking for. Monitoring The objective of our first document is to create situational [...]
Self Discovery Steps for Coaching
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Quality Tips for Call Center Agents
March 5, 2009 By Leave a Comment
Call Center Quality This Call Center Cafe post first ran in May 2007. When I purchased my first center I stepped in to a cluster. In fact, there weren’t any processes in place that guaranteed everybody understood what our expectations were. We put this document into place for our QA. Doing this was a good [...]
