Tips To Create Call Quality Monitoring Program
Recent survey shows that there is very little correlation between call quality monitoring ratings and first call resolution (FCR) and customer satisfaction (Csat) ratings. Given that call quality monitoring is very expensive, it is essential that you evaluate your call quality monitoring program to periodically assess what impact your call quality monitoring program has on FCR and Csat and to continually improve your call quality monitoring practices Recording calls is an important step in the quality monitoring process.
The supervisor should be able to replay a call. It is important for the agent to listen to their own calls subsequently for self-assessment. If it is very hot summer time it is recommended to book air-conditioned rooms since the temperature possibly goes as much as forty-six degree Celsius. The climate is zero degree Celsius or even lower during night time in wintertime. Those that visit Delhi in winter season and cannot endure this cold temperature could book for lodges which have room heater amenities.
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