I’ve looked high and low for a specific forum that would focus on what goes on in the world of call center quality. It’s either I’m not looking hard enough, but there are very few forums out there that is dedicated to people who work in this field. It’s surprising because there are just a lot of QA professionals out there in our industry and yet we are just part of a bigger association than having our own.
It was frustrating. So, I decided to open up a discussion forum to attract our fellow colleagues to start talking and share best practices. It’s pretty exciting since I would think it’s a supplement or extension of this blog. Don’t expect any posts as of yet since I’ve just opened it a few days ago.
This is an open invitation to all fellow QA colleagues out there in this industry. I would like for us to exchange ideas and share experiences. Experts and newbies are welcome!
Head on to the
I am so glad to see your Blog. I began our company's first Quality Assurance dept for our Call Center. No one here has experience in QA including me! I started auditing our agent's phone calls and creating scorecards and a rating system including an incentive program. It has been a tough road since some of our agents have been with the company for 2+ years and are finding it hard now to be this closely monitored. I look forward to hearing about other QA options including call monitoring software that is being used. I have looked into a couple of them but it got put on hold due to the $20k + costs.
Posted by: Lori | August 17, 2006 2:42 PM | Permalink to Comment