Call Criteria has a proven track record of increasing customer service and ROI through high-performance Quality Assurance.
Every day, contact centers around the world record billions of agent calls. As part of a typical call center operation, a percentage of these recordings is usually evaluated by a quality assurance company to monitor agent-customer interactions, e.g., WasRead More
No matter how great your business’s product or service is, if you don’t have a skilled and productive set of employees, then you won’t achieve the level of success you’re truly capable of reaching. The vast majority of your company’s long-termRead More
One of the most challenging jobs for a call centre manager is dealing with poor agent performance. After all, wherever poor performance is not adequately diagnosed and confronted, the costs are enormous regarding rising customer complaints, lost productivityRead More
When you are running a call center that revolves around sales, and most of them do, monitoring your call center agents is usually done based on call quality metrics. However, the fact is that the information that is provided by scorecards is not always whatRead More