ABSTRACT
Feedback is important. Without it, reps don’t improve. Even reps that have been on the phones for some time need constant skills assessment and further training. That’s just common sense.
In most centers, you come at quality from two directions:
• making sure you have the best agents possible, operating at the highest level they can personally achieve; and
• enforcing a consistent standard of quality for customer contacts, from the customer’s point of view.
