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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.
A robust quality tool already has built in reporting so there’s no need for more formulas or spreadsheets to get to a point where you can analyze your data. Some metrics that we regularly look at include: Overall quality averages as well as individual agent performance. Calibrate with all scorers.
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