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 99

Quality calibration Calibration Surveys Coaching 99

Customer Service Life

JUNE 17, 2019

Your frontline agents will love seeing where their individual quality stands and don’t need access to many of the other features within the app. Calibrate with all scorers. Quality calibration is a process by which all reviewers ensure alignment on the way they grade customer interactions.

Calibration 64

Calibration Quality calibration Contact Center Gamification 64

Robert Davis

APRIL 5, 2018

We have found that, among the elite outbound telesales vendors, their outbound clients account for at least 40% or more of their overall revenue. Combine this with competitive compensation and incentives tied into quality scores and performance, and you have a winning formula.

Telemarketing 48

Telemarketing Outbound sales outsourcing Quality calibration 48

Robert C. Davis and Associates

APRIL 5, 2018

We have found that, among the elite outbound telesales vendors, their outbound clients account for at least 40% or more of their overall revenue. Combine this with competitive compensation and incentives tied into quality scores and performance, and you have a winning formula.

Telemarketing 40

Telemarketing Outbound sales outsourcing Quality calibration 40