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Category: Call Monitoring System

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Call Monitoring System

Win/Win: Converting a Challenged Call Center QA Score into a Coaching Moment

The Call Center Quality Assurance (QA) department spends a lot of time listening to and scoring calls.  And when an agent disputes the scoring of a call, it can become a contentious situation.  But you can take a potentially negative situation and turn it into a positive.  Here’s how!  Take this scenario: Customer Service Representative (CSR)

Compare Call Center Quality Monitoring Scores Against other Metrics for Operational Insights

An interesting way to review your quality monitoring scores is to compare them against all types of other call center performance measures. One of the most important comparisons is between quality monitoring scores and overall customer satisfaction scores. You should see a high correlation. Higher monitoring scores should happen as customer satisfaction scores go up and