Call center monitoring and compliance frequently slip through the cracks! But, the oversight is critical.
There are easy, effective quality assurance tools and processes you can implement and continue.
- What is at risk?
- What are your models / standards?
- Are trainers training or just listening to calls?
Call Center Operations / Managers have to figure out what’s possible, what things cost, and often must do so without experience, money, help, seat minimums, or prior metrics.
- Multiple channels of access?
- SLAs, KPIs vs. reality?
- Technology choices?
- Compliance – TCPA, TSR, HIPAA, FCRA, FDCPA…
- Quality monitoring, efficiency, and improvement?