In many cases organisations are making do with spreadsheets or rigid in-house solutions built using ‘off the shelf’ tools such as Excel, Access or MS SharePoint. ‘Free’ QA tools have hidden internal costs due to the high build and maintenance cost. It is usually difficult to get IT refocused on your business needs once they have moved on to the next project, QA frameworks are dynamic by nature therefore this is a key consideration.
On the other hand, dedicated QA tools are not free to use however they can deliver significant and rapid return on investment. And then there is ScoreBuddy. Your free trial is here
The ultimate goal for your call center is to provide a positive customer experience. However, building brand loyalty and improving efficiency and productivity without quality assurance (QA) isn’t possible. You can’t boost revenue and ROI in your contact center..
This blog has been updated in July 2019
Working as a call center agent can seem like a tedious, thankless job. In some cases, agents spend hours talking with people who don’t want to be on the phone any more than the agents themselves do. Even in the best..