“Your call may be monitored for quality purposes.”
Call center outsiders may be surprised what happens behind the scenes when they hear this common phrase. Call center insiders know it first takes comprehensive training to make sure the agent knows how to handle the call in the first place, and then ongoing monitoring and coaching to ensure the quality of every single customer interaction.
Both training and quality assurance are key to the success of a call center, and the people involved in these functions need specialized skills and support.
One way to acquire these skills and find ongoing support is to become a part of the Quality Assurance & Training Connection (QATC), an exclusive organization designed specifically to facilitate the education, sharing of ideas, and distribution of knowledge among quality assurance and training professionals in the call center.
QATC provides its membership with many benefits, including:
- Tip of the week
- Quarterly newsletter
- Online forums
- Member-only access to the QATC website
- Regional networking meetings
- Annual conference
Make the Quality Assurance & Training Connection today!
Click here to complete the QATC quarterly survey!
