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How Contact Center Quality Monitoring Benefits the Healthcare Industry

The Northridge Group

AUGUST 23, 2022

They must monitor compliance in their contact centers and ensure that all vendors they do business with are complying with regulations and Service Level Agreements (SLAs), such as performing routine employee background checks.

Healthcare 120
Healthcare Contact Center outsourcing contact center associations 120
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The Coming Disruption of the Contact Center Outsourcing Industry

Taylor Reach Group

JANUARY 11, 2018

The CCO’s employ forecasts which are matched to the contractual KPI’s, most commonly, Service Level (the percentage of contacts answered within a specified time-period, which often varies by channel), Average Handle Time and Abandon rate. Internally the quality assessors can calibrate between themselves.

Contact Center 60
Contact Center outsourcing Calibration Abandon rate 60
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