We currently evaluate 5 calls per month per agent (inbound call centre). I'm looking for a suitable scoring system that identifies strengths and developments needs. If you can help please email me, [email protected]
Helen Senior
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Call Handling Development
Helen
I’ve done a significant amount of work in this area with Contact Centres in the UK and Europe (I’m currently involved in setting up a contact centre for an Insurance company in Copenhagen).
If you’d like to discuss general approaches then call me on 07979 963 353 and I’ll be happy to pass on some pointers. If you’d prefer you can always email me on [email protected].
Michael
Call Quality Evaluation
Helen,
The inbound hotel reservations call centre I work for (based near Birmingham) regularly monitors and evaluates calls. We use information gathered to formulate coaching and develoment action plans for our sales consultants.
I am happy to share any information with you. E-mail me on [email protected]
Ian