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Call monitoring Process in Call Center

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Dear All,

We all are aware of the benifits of call monitoring process in a call center. Its equally important to understand if there are any disadvantages too in this process.

I invite everyone to discuss and debate should call monitoring process be talked about FREQUENTLY and conveyed to call taking agents LOUD & CLEAR always?  



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Kindly look at the co-relation between CSI and Quality form.

Often, it is not or has a weak co-relation.

It is very complicated to capture CSI in a form which is not filled by the customer but by the QA, perform SERVQUAL first.



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