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” – Nicolina Savelli, 7 Tips for Success from Experienced CallCenterProfessionals , Fonolo; Twitter: @fonolo. “A 2014 survey suggested that 69% of customers feel that their callcenter experience improves when the customer service agent doesn’t sound as though they are reading from a script. “For
For example, if it’s essential that most of your customer calls are resolved in a set amount of time, a QA program can be implemented to help track this to see how your agents are doing against a given benchmark. That’s why it’s so important to have a callcenter QA program in place.
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