This guide has been created to ensure your call centre quality assurance process is following best practice, and will equip you with everything you need by covering:

  • The essential metrics and KPIs your quality assurance process must measure.
  • How to produce evaluation forms that deliver.
  • The latest quality monitoring trends.
  • Quality assurance best practices.
  • Creating quality reports that hit the mark.
  • Three quick wins you can implement today.
By the time you have read this guide, you will have at your fingertips all the information you need to create a quality monitoring process that drives continual improvement in customer experience and your call centre.