Characteristics of Face-to-Face Quality Assurance Scorecard vs. Telephone Scorecard

Operations Management, Quality Monitoring, Quality Assurance calibration, Multichannel Quality Monitoring

0 Answers

Jan 06, 2012

Are the components for a face to face quality assurance scorecard similar to that of a telephone scorecard? Can you tell me the differences between the two? What are the specific characteristics of each?

– S Jones

Answers

Please sign in to contribute an answer. If you don't have an account you can register for free here.

Sign In

Email:

Password:

Remember Me

	Forgot Your Password?

Question Search

Need help with something specific? Search our entire QueueTips section to find it.

Can't find what you're looking for in a current QueueTips post? Submit a new post to us!

Training & Events

	Contact Center Forecasting: The Fundamentals of Success June 1 - Virtual Classroom

	ICMI Symposium June 19-22 - Philadelphia, PA

	Contact Center Forecasting: Improving Accuracy June 8 - Virtual Classroom

	Contact Center Basics: An Agents Role in Contact Center Success Virtual OnDemand

More Training

More Events

QueueTip Posts

1	Explanation of ACD Service Level? Amanda Reth - 1 answer

1	Average Shrinkage? Nina Westvold - 1 answer

5	Removing <10 Second Abandons at Skill Level? Mary Wierbicki - 5 answers

1	Formula for Agents Needed? Mohamed Haqqi - 1 answer

Webinars & Whitepapers

	Keep (and Optimize) Your Call Center's Best Agents: Agent Salary... Webinar – Jun 7 – Register Now!

	Cloud Cover for the Call Center: Meeting Demands Intelligently and... Whitepaper

	The Role of Workforce Optimization in Balancing Contact Center Efficiency... Webinar – Watch Now!

	Blending in the Call Center: Benefits, Barriers and Breakthroughs Whitepaper

More Webinars

More Whitepapers

Articles & Blog Posts

	Expert's Angle: Why Customer Service Reps Don't Sell… and What... Operations - 1 comment

	Customer Service is a Contact Sport Operations

	Blended and Outbound Call Centers Series: Outbound Campaign Design Operations

	Inbound-only Centers and Outbound Traffic Operations

Videos

0:41	Jean Bave-Kerwin -- Call Center on Fast Forward Book Testimonial 19 views - 4 days ago

0:39	Tiffany LaReau -- Call Center on Fast Forward Book Testimonial 32 views - 2 weeks ago

0:44	Gina Szabo -- Call Center on Fast Forward Book Testimonial 30 views - 2 weeks ago

Watch More Videos

Does your center use agent desktop tools?

	Yes we do - and they’re great!
	Yes, but we’re having some challenges with them.
	No, we tried but they didn’t work out.
	No, but we'd like to.
	No, they’re not for us.

Resources

Characteristics of Face-to-Face Quality Assurance Scorecard vs. Telephone Scorecard

Answers

Question Search

Training & Events

QueueTip Posts

Webinars & Whitepapers

Articles & Blog Posts

Videos

Does your center use agent desktop tools?

Categories

Resources

Events

Training

Certification

Why ICMI

Connect