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

A robust quality tool already has built in reporting so there’s no need for more formulas or spreadsheets to get to a point where you can analyze your data. Some metrics that we regularly look at include: Overall quality averages as well as individual agent performance. Calibrate with all scorers. Permissions and access.

Calibration 63

Calibration Quality calibration Contact Center Gamification 63

Robert Davis

APRIL 5, 2018

One of the biggest challenges for corporations that outsource outbound telesales today is finding superior vendors that can deliver on key metrics. These essential outbound measurements include: Quality scores. Completion rates. List penetration rates. Conversion of contacts. List yield.

Telemarketing 48

Telemarketing Outbound sales outsourcing Quality calibration 48

Robert C. Davis and Associates

APRIL 5, 2018

One of the biggest challenges for corporations that outsource outbound telesales today is finding superior vendors that can deliver on key metrics. These essential outbound measurements include: Quality scores. Completion rates. List penetration rates. Conversion of contacts. List yield.

Telemarketing 40

Telemarketing Outbound sales outsourcing Quality calibration 40