Laura discussed why you hear “your call may be monitored or recorded for quality assurance and/or training purposes” when calling many companies.
She stressed that a company’s Mission Statement should identify quality as everyone’s responsibility in order to meet the needs of their customers and ensure customer satisfaction and loyalty.
She reviewed the types of monitoring used by call/contact centers and the benefits of coaching.
Employees really want to know how they are doing and how they can improve.
A Quality Assurance Monitoring policy with Performance Calibration Standards will help you create a positive customer engagement which will result in happy customers.
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