Customer Service Life
JANUARY 15, 2019
This article was originally published on the FCR blog on December 10, 2018. They believe that quality assurance is about coaching agents and making continuous improvement over time and that supersedes a score. Any seasoned coach has seen the look in an agent’s eye when they’re handed a quality review and they go straight to the score.
DMG Consulting
JULY 26, 2018
Effective QA programs actively engage their agents at all stages of the program, including development, roll-out, calibration and continuous improvement. If you already have a QA program, involve agents in calibration sessions and providing feedback to enhance the evaluation form periodically, but no less often than every 6 months.
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Customer Service Life
JANUARY 18, 2019
This article was originally published on the MaestroQA blog on December 2, 2018. My rule of thumb for what else to add to a quality form is: Add to the quality form anything that you want to track so you can coach, train, and monitor improvement over time. Track agent progress and target coaching and training. Questions abound.
Outsource Consultants
MARCH 9, 2018
This includes ensuring the agents receive the proper training, quality management, and calibrations to drive high-level performance. On a weekly basis, schedule call calibration sessions to determine if the goals for call quality are in line with the execution and performance of the call center provider. 6) Average Handling Time.
Call Experts
SEPTEMBER 18, 2019
The training continues with 3 weeks of on the job coaching, Quality Assurance monitoring, and regular feedback sessions with their trainers and leadership. Once completed, we provide a monthly continued education curriculum focused on areas like: providing impactful coaching. 10 Trends That Will Disrupt Customer Service in 2018.
Customer Service Life
MAY 31, 2018
This article originally appeared on the FCR blog on May 9, 2018. It’s challenging to define a quality customer service interaction but essential if you’re going to deliver any level of consistent service to customers — let alone get agents and supervisors to all understand and agree on the standard ( this is called calibration ).
Robert Davis
APRIL 5, 2018
By Nick Jiwa , President of CustomerServ ( Originally Published on March 26, 2018 at [link] ). Add to that frontline managers with on-the-phones experience who coach, counsel and mentor agents for the high-stress, often unforgiving world of outbound. The death knell for outbound telesales has sounded countless times over the years.
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