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Reply To: How effective Q&A is done in a call cent

Adriaan Baston

Hi Jim,

There are software modules available, but depending on the size of your operation good old fashioned random-contact sampling and a centre-wide scoring standard (score-card) should suffice. You can then put the results into Excel to track trends and generate reports. The only thing to be mindful of is that you have to keep “re-calibrating” the scoring system to make sure you measure from the same base across the call-centre.