Call center quality often refers to the efficient operating of a call center business unit. For organizations that are more customer focused, call center quality refers to the levels of customer experience delivered.
Have you set a goal, or even a requirement, about how many calls your agents should handle each hour or for the day? Are the agents aware of how their hourly total is progressing? How many calls should agents handle in an hour? Click to Tweet Setting such a goal is natural. You can easily [...]