Agent feedback on Quality Monitoring
- Topics:
- Analysis
- Tags:
- Agent,
- Real Estate,
- Monitoring,
- It Operations,
- Feedback,
- Enterprise Software,
- Customer Relationship Management (CRM),
- Call-center,
- Call Centers,
- Business Operations,
- ...
- Source:
- Call Center Learning Center
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Overview: Feedback is the second step in the Quality Monitoring Lifecycle, and it is a vital aspect of quality monitoring because it serves as the catalyst for performance improvement. Benchmarking results indicate that prompt feedback plays a major role in the success of quality monitoring programs. Participants in the 2001 Call Center Benchmarking study said that immediate feedback is important because it allows agents to better understand where they have succeeded and where they need improvement. One improvement most organizations indicated they would implement was to revise the feedback form and process to be objective, simple and consistent. They suggested making the feedback a positive opportunity for training and development. Similarly, one of the top changes planned for monitoring was to implement feedback, review and mentoring programs.
(Is this item miscategorized? Does it need more tags? Let us know.)
Format: HTML | Date: Jan 2003 | Pages: 1
