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Understanding Call Center Quality Assurance Frameworks_PDF

Understanding Call Center Quality Assurance Frameworks

Call centers are essential to everything from building brand loyalty to improving efficiency and productivity and facilitating growth. Each center, at one time or another, fits into, transitions through, or overlaps across three QA frameworks: Operational, Tactical, and Strategic.

Without these call center frameworks you can’t determine how well your call center is performing—how happy your customers are—without a quality assurance process.

This 24-page eBook will guide you through:

  • Evolving a Strategic Call Center QA Framework
  • Operational Quality Assurance Goals
  • A Tactical Thought Process
  • Understanding Call Center QA Tactical Goals
  • Call Center QA Tactical Frameworks at Work
  • Long-term Strategic Quality Assurance Framework
  • Strategic Quality Assurance Goals

 

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