How quality assurance programs can measure standards of service delivery

The primary goal of any Call Quality Assurance system is to offer significant statistical analysis of delivery of services by call center agents and quality of interaction between call center agents and customers. For a company to measure the quality of services offered accurately and be able to establish the reliability and credibility of the QA process, it is important that the company captures customer calls and evaluates them on a consistent basis for all call center agents and this should be done at least once a month. Unfortunately, many call centers lack the resources toconduct quality...

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