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Call Center Quality Assurance Best Practices for Empowering Agents. Contact center quality assurance (QA) remains a high-value application, particularly when it’s done right. Effective QA programs actively engage their agents at all stages of the program, including development, roll-out, calibration and continuous improvement.
This includes ensuring the agents receive the proper training, qualitymanagement, and calibrations to drive high-level performance. Prepare a quality scorecard to manage call quality on all parts of the call and utilize that card to manage your quality metrics. 6) Average Handling Time.
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