How to improve the call quality in our call center?

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Call Center
How can we improve the call quality in our call center? We've been having some issues with our quality so we're looking for improvements.
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Strategies focused on improving call center communication quality need to produce increased efficiency, performance and cost effectiveness.  Some of the best strategies to enhance call center productivity: 

  • Enacting desktop analytics software
  • Using desktop automation processes
  • Tracking and reporting call metrics
  • Assessing agent efficiency

Deciding to integrate effective software solutions can improve the efficacy of your call center, culminating in the desired end result of increased customer satisfaction.

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  • CharlieBrowne
    3 things:
    TRAINING
    TRAINING
    TRAINING
    By this I mean not just a reference manual for your staff, But give them HOURS of actual training. They answer the phone and one of your other staff is the customer. ":The customer" goes through different senerios on each call. Also he/she will have different customer personalities. etc ...
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