What do you mean by quality analyst in call centres ?
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Answer Posted / haroon
1.To audit the number of calls given by the client on a
daily basis
2.Record feedback and To let the Customer service rep know
about his/hers areas of improvements.
3.Satisfy the customer. Ensure proper resolution has been
made
4.QUALITY DEPT SHOWS THE STANDARD OF THE COMPANY
5. A QUALITY ANALIST IS THE BACK BONE OF THE COMPANY AS
WELL AS THE EXECUTIVES.
6.Quality is to drive towards the Orgaization goals
7.quality annalist should listen to calls in three ways
Live, side by side, listen recorded calls.
8*Quality -
as in judging the quality of the calls
9.Analyst - Then to
analyse where the agent is making the mistake and also how
can that be improved.
THESE ARE THE IMPORTANT POINTS FOR A QUALITY ANALYST IN
CALL CENTRES .........
| Is This Answer Correct ? | 15 Yes | 3 No |
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