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Psychometrics in Call Centers

Psychometrics use in Call Center QA to Increase CSAT Scores

Despite their size and reputation, our customer was suffering from mixed customer satisfaction scores.  So, BPA Quality used psychometric analysis to assist in identifying call center agent behaviors and skills that resulted in higher CSAT scores.

Once these behaviors were identified, BPA designed a behavioral-based training model, so that these behaviors would be replicated through-out more call center agent interactions.

Potentially increasing CSAT scores by 21.5%.

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