Measuring Call Quality for Call Centre Supervisors in Contact Centres

Measuring Call Quality for Call Centre Supervisors in Contact Centres

This course is designed for call centre supervisors seeking to enhance their expertise in evaluating call performance. You will master both the technical and qualitative methods essential for a comprehensive assessment of call quality. Learn to accurately identify system impairments that can affect communication and effectively assess the clarity and quality of voice reproduction. The course will guide you through calculating total quality scores for calls, providing a clear, measurable benchmark. By understanding and applying these scores, you will be well-equipped to drive continuous improvement and achieve operational excellence within your contact centre.