FAQs

What is Call Center Quality Monitoring?

Call Center Quality Monitoring Defined

How to Improve Customer Experience in the Call Center

9 proven steps to improve customer experience in the call center. Every conversation is an opportunity to make a real connection.

How do we get more out of our QA?

Our QA outcomes don’t support effective coaching

Insight is an important output of QA activity but we are not sure how to generate it in a meaningful way

Our scorecards are not regularly reviewed and don’t drive the results we want to see

Our QA scores and CSAT/NPS scores are not aligned

Are we monitoring the right amount?

What is the best practice for call center quality monitoring sample size? What are your competitors doing? Is there a common minimum number of contacts we could monitor and be reassured it is enough?