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QA Monitoring Form Messages in this topic - RSS

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5/1/2002
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Can someone enlighten me on what quality monitoring forms they use in their call center? How do you score the calls (yes, no, n/a)? Do you keep it simple at the beginning? This call center has never had a quality monitoring form. We have two call centers with 100 agents in each. We are interested in both side-by-side monitoring and silent, recorded calls. We are 24/7 utility company.

- Craig A Johnson, Raytown CSC
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