Call center outsiders may be surprised what happens behind
the scenes when they hear this common phrase. Call center
insiders know it takes comprehensive training to make sure
the agent knows how to handle each call, and ongoing monitoring & coaching to ensure the quality of every single customer interaction.
Both training and quality
assurance are key to the success
of a call center.
The people involved in these functions need specialized skills and support from a network of qualified trainers, industry
experts, and peers.
One way to acquire these skills and find ongoing support is to become a part of the Quality Assurance & Training Connection (QATC), an exclusive organization designed specifically to
facilitate the education, sharing of ideas, and distribution of knowledge among quality assurance and training professionals
in the call center.
QATC Annual Conference
Plan to attend the only industry conference where you
will find the latest information…
Key ground rules for conducting calibration sessions. April 22 –
This week is the final tip in our series on calibration with some final thoughts. We have discussed the benefits of calibration, and the steps for conducting a successful calibration session.
Start slowly ...