Date Published: January 20, 2011 - Last Updated 5 Years, 34 Days, 8 Hours, 59 Minutes ago
I often get the question, “For what size of call center (how many agents), would you recommend hiring someone specifically for the role of Quality Assurance?”
In my opinion, having a dedicated Quality Analyst or Analysts actually depends on how the organization looks at quality. Even a very small center may have that function in place if the organization has deemed the quality of service delivery is of great importance. That said, there are some who would suggest that once a center reaches around 50 agents, a dedicated Quality Analyst should be in place. However, before you make a determination, there are considerations to take into account. These would include:
Let me know what you think.