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Why Call Center Quality Assurance Is So Important

Global Response

How Quality Assurance Can Help Improve Customer Service One of the primary desired outcomes for many companies who implement a quality assurance process is to help improve customer service—and quality assurance is a great way to do that! FinTech, banking, healthcare, transportation, etc.) Of course—it’s never too late!

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Call Center Metrics: Examples, Tips & Best Practices

Callminer

If customers are abandoning the line too frequently, it could signal that there are issues with individual agents or general call management practices. Average Handle Time. Average handle time is the amount of time on average an agent takes to resolve an issue for a caller.