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Call Center Quality Control Process
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Call Center Quality Control Process

Created by
@GracefulLaplace

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?

    <p>Weekly</p> 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?

    <p>30%</p> Signup and view all the answers

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

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

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

    <p>The specialist is an evaluator and the TSR is an evaluated</p> Signup and view all the answers

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

    <p>The TSR receives a significant monthly bonus</p> Signup and view all the answers

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

    <p>Every two weeks</p> Signup and view all the answers

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

    <p>The TSR's adherence to company standards</p> Signup and view all the answers

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