Are you are not getting results from your call center? Here is a seven-step guide you can use to monitor and improve your call quality.
Do you remember the last time you called a customer service desk? Do you recall hearing a brief message that went something like “This call will be recorded for quality assurance” before the call started? Most likely you would have gone past this message, not thinking too much about it.
So, why do companies monitor and record the random phone calls that take place between customer service reps and customers? What are the actions that a company should take based on the conversations it observes? Let us find out the answer to these questions and explore why call quality is critical to customer service call centers.