People often talk about the importance of recording calls in the call center to ensure that agents are properly following scripts, to measure customer satisfaction and to assist in proper coaching and training of call center agents. But one of the most critical functions of call recording/quality monitoring solutions is to identify those agents who are hurting the company overall, sometimes with just a single call. The new conventional wisdom is that, if you're in a competitive business and you are not using quality monitoring solutions to be 100% sure that your agents are doing the best they can, that "one rogue agent" can sweep a trail of destruction across your valuable customer relationships.
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"One Bad Apple: Call Center Recording Is Essential For Weeding Out Agents Who Harm The Customer Relationship"Please download to view full document