Call Criteria

Customer contact and customer satisfaction are one of the primary factors to enhance the brand image and uplift the goodwill of a company. A customer who is dissatisfied can harm the reputation of any company particularly those engaged in consumer goods industry or doing business in service sectors. Hence, good customer contact is needed both for marketing and providing after-sales services and an efficient call center can only do it.  However, one if one is in the business of customer interaction through call centers then call center quality assurance of the calls are needed at regular intervals.

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The Need For The Monitoring

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Call quality monitoring is an essential part of the managers of the call center so that the agents are trained appropriately and their efficiency is increased. Call monitoring is needed to look into the average handling time or the ATH, call volume and the hold time and many more. The data are analyzed so that that much better service can be given to the customer and to plug the loopholes.  They are also needed to gauge the courtesy, professionalism, and the positivity of the agents and only a human ear can judge the lacuna.

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The Effects Of Monitoring

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As one monitors the quality of the calls doing the call center qa analysis, the weak and negative aspects come into the front, and proper corrective measures can be taken to improve the customer-agent interaction. It is the approach, and the addressing customer queries efficiently increase the volume of business of a call center and to the client and these needs to be monitored by the experts in the qa team of the call center. Effective monitoring helps the agents to learn how to handle the clients in any situation in a positive manner so that there is no dissatisfaction. 

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