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Call Center Quality Control Process

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Questions and Answers

What is the purpose of the quality control department in relation to Telephone Service Representatives?

To handle customer complaints and feedback

To manage the scheduling of TSRs

To monitor and evaluate the performance of TSRs (correct)

To provide additional training to TSRs

How often do Telephone Service Representatives meet with quality team specialists to review their calls?

Daily

Weekly

Every two weeks (correct)

Monthly

What is the outcome of a TSR receiving a high score in their call review?

A significant monthly bonus (correct)

A written warning

Additional training sessions

A demotion

What is the frequency of call reviews for each Telephone Service Representative?

Weekly Signup and view all the answers

What is the maximum percentage of the previous month's gross earnings that a TSR can receive as a bonus?

30% Signup and view all the answers

What is the primary purpose of the quality control department in relation to the Telephone Service Representatives' calls?

To ensure that the TSRs are adhering to the company's standards Signup and view all the answers

What is the relationship between the quality team specialist and the TSR during the call review process?

The specialist is an evaluator and the TSR is an evaluated Signup and view all the answers

What is the primary benefit of receiving a high score in the call review?

The TSR receives a significant monthly bonus Signup and view all the answers

What is the frequency of the individual meetings between the TSR and the quality team specialist?

Every two weeks Signup and view all the answers

What is the basis for the scoring in the call review process?

The TSR's adherence to company standards Signup and view all the answers