Jul 17, 2012
I am currently implementing compliance and quality monitoring for the calls of the customer service representatives. I have read as many dozens of posts and articles about the volume that needs to be QAed. Based on what we could gather, we have decided that QA should be done for a minimum of 3 calls per CSR and per month with the target to achieve 5% of the total calls. In certain centres, the target is or will be achieved, in others, based on the volume of calls and/or the # of CSR, this would require obviously additional resources that needs to be justified.
– Francois Girard