Customers should decide if it’s a good call

If you are quality scoring it is tempting to let the QA advisor decide if it was a good call.

Why not let the customer decide if it was a good call or not.

You could use a post-call IVR or email survey and feed the results back to the advisor and possibly to the team leader so that there is immediate feedback and you can take corrective action.

Published On: 24th Sep 2013 - Last modified: 26th May 2017
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