Last updated on 11 December 2023
quality in a call center
The quality of a call center should be monitored regularly as it affects operational efficiency, employee mental health, and customer satisfaction.
However, not all companies know which metrics to track and how to interpret them according to their particular realities. If you want to learn how to do this to improve your customer service, keep reading!
Summary
Call center quality indicators are australian whatsapp number metrics that allow the performance of the service to be quantified. A quality analyst is responsible for evaluating the interactions between agents and customers to improve service.
There are different ways to monitor quality in a call center: live, from recorded calls, based on some statistics and according to customer feedback.
Some of the quality indicators of a call center include: customer satisfaction, service level, first call resolution rate, response time, and calls answered.
To effectively control the quality of a call center's service, it is necessary to: define standards, establish a system for monitoring interactions, provide continuous feedback and training to agents, collect customer comments and analyze the data collected.
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