TeleDirect

MARCH 20, 2025

Best Practices for Auditing Calls to Maintain High QA Standards Best Practices for Auditing Calls to Maintain High QA Standards is essential for call centers aiming to deliver consistent and high-quality customer service. Data-Driven Insights Leverage analytics to spot patterns and trends from audited calls.

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Expivia

OCTOBER 20, 2020

Being that we have over 25 years of call center outsourcing experience, we thought it could be helpful to talk about how to manage your partner while outsourcing: How your relationship should work, and what strategies you should implement. Here are two articles that we have written on choosing the best call center outsourcer.

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NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements.

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Customer Relationship Metrics

JULY 26, 2017

When an employee fails or performs poorly, call center managers typically do not blame themselves or the system. The reasons behind millennials’ desire to enhance their skills and to further their careers is a great opportunity when a constructive process exists. Get a Constructive Process. Expectation Setting.

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DMG Consulting

JULY 26, 2018

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. Document the QA criteria and what is expected for each call type so that call scoring is objective and agents know what is expected of them.

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Balto

SEPTEMBER 26, 2024

As businesses grapple with evolving customer expectations and technological advancements, the challenges in maintaining high-quality call conversations have never been more complex – or more critical. Key Takeaways Beyond Call Recording: While call recording is useful, it’s not enough to keep pace with modern QA needs.

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CSR Inc.

NOVEMBER 6, 2016

An effective call center quality program is vital to keeping your call center running at peak efficiency. In our experience, the most successful call center quality programs benefit when these particular points are part of the plan: Clear Guidelines I’ve talked in the past about how to set effective internal guidelines.

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