Call Center Quality Assurance and Call Monitoring Mastery Quiz

Focusing on agent punctuality and attendance

Evaluating call quality and providing constructive feedback (correct)

Conducting customer satisfaction surveys after calls

Monitoring call duration and frequency

Reducing the call waiting time for customers

Identifying areas for improvement in call handling (correct)

Increasing the number of calls handled by agents

Ensuring agents adhere to the dress code policy

Identify areas for improvement and provide constructive feedback (correct)

Enforce strict disciplinary actions on agents

Focus solely on call duration and frequency

Record all customer calls for future reference

<p>Effective communication, active listening, empathy, and problem-solving</p> Signup and view all the answers

<p>Act as mediators and facilitate a conversation between the involved parties</p> Signup and view all the answers

<p>Coaching and support</p> Signup and view all the answers

<p>Difficult customer scenario</p> Signup and view all the answers

<p>Effective conflict resolution skills and active listening</p> Signup and view all the answers