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    Psychometrics in Call Centers, CSAT scores

    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%.

    Download the full results

    Discover the new approach to quality management and start boosting profits and improving customer satisfaction today.

    Yes, I want to revolutionize my Call Center QA process