Robert Davis

APRIL 5, 2018

We have found that, among the elite outbound telesales vendors, their outbound clients account for at least 40% or more of their overall revenue. Combine this with competitive compensation and incentives tied into quality scores and performance, and you have a winning formula.

Telemarketing 48

Telemarketing Outbound sales outsourcing Quality calibration 48

Robert C. Davis and Associates

APRIL 5, 2018

We have found that, among the elite outbound telesales vendors, their outbound clients account for at least 40% or more of their overall revenue. Combine this with competitive compensation and incentives tied into quality scores and performance, and you have a winning formula.

Telemarketing 40

Telemarketing Outbound sales outsourcing Quality calibration 40

Customer Service Life

SEPTEMBER 7, 2018

For those who aren’t familiar, quality assurance is a process where a random set of customer interactions (phone calls, emails, chats, etc) are reviewed regularly based on a predetermined set of criteria. A quality score is a standard metric on most agent scorecards and therefore they’re held accountable to it.

Quality calibration 97

Quality calibration Calibration Surveys Coaching 97

Customer Service Life

JUNE 17, 2019

Quantity of quality monitors completed against our goal for a time period. Performance on individual objectives on the form to provide targeted coaching and training for the areas where teams and individual agents struggle most. Calibrate with all scorers. Permissions and access. Integration with single sign on.

Calibration 63

Calibration Quality calibration Contact Center Gamification 63