What is Call Center Quality Monitoring?

What is call center quality monitoring

What is Call Center Quality Monitoring?

Call Center Quality Monitoring is the process of evaluating customer & agent interactions for opportunities to improve customer experiences, agent proficiencies, and uncovering actionable business insights.

Who Does Contact Center QA?

What Outcomes Should You Expect from a Quality Monitoring Program?

        1. Improved Customer Experiences
        2. Improved Agent/Employee Experiences
        3. Improved Call Center Efficiencies
        4. A better understanding of the Voice of the Customer
        5. Increased Customer Retention Rates
        6. Identify Customer Needs
        7. Increased Sales
        8. Uncover Training Opportunities
        9. Ensure Compliance across ALL Customer Engagement Channels


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