Devoted to the call center industry, the agents on the phones, and their managers

I can’t believe a company has a center that doesn’t even have a call monitoring process in place!  This is the first time I’ve ever heard of such a thing and it’s even a financial company. 

I was sifting through some articles and read a post about a consumer who reported the company to one of their government agencies.  The staff was rude and seems like they didn’t adhere to privacy laws.

A stern warning to companies that don’t have an existing Quality Assurance system in their center.  This is one of the basic processes that need to be in place.  This will not only protect your consumers but more so for your employees.  If you get sued by the consumer, you are in deep trouble.  Can you believe if someone would complain about your business practice or a specific agent and you don’t have any documentation whatsoever to defend them?  This will also make sure that your staff is following a standard across the center, and believe me, checking their performance and how they deal with your customers is critical to your success.

Lastly, record your calls please, at least a portion of your volume or certain processes that will check whether you are not breaking any laws.