Is Quality Monitoring Important in Customer Service?

Any individual who has at any point placed a call to a call center has heard this recording: “This call might be recorded or analyzed, for quality and training purposes.”

It’s simple enough to overlook this and continue with your call, yet has it at any point provided you opportunity to stop and think? How might a recording of your communication with a customer service specialist be utilized, and what does quality in a call center mean?

More specifically, how do managers use it to prepare their representatives and work on the nature of service clients get? Let’s investigate and find out.

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