Podcast
Questions and Answers
What is the purpose of the quality control department in relation to Telephone Service Representatives?
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?
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?
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?
What is the frequency of call reviews for each Telephone Service Representative?
What is the maximum percentage of the previous month's gross earnings that a TSR can receive as a bonus?
What is the maximum percentage of the previous month's gross earnings that a TSR can receive as a bonus?
What is the primary purpose of the quality control department in relation to the Telephone Service Representatives' calls?
What is the primary purpose of the quality control department in relation to the Telephone Service Representatives' calls?
What is the relationship between the quality team specialist and the TSR during the call review process?
What is the relationship between the quality team specialist and the TSR during the call review process?
What is the primary benefit of receiving a high score in the call review?
What is the primary benefit of receiving a high score in the call review?
What is the frequency of the individual meetings between the TSR and the quality team specialist?
What is the frequency of the individual meetings between the TSR and the quality team specialist?
What is the basis for the scoring in the call review process?
What is the basis for the scoring in the call review process?
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