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Oct 07, 2018

How companies can improve quality assurance programs

There are different ways in which companies can improve on their Call Quality Assurance programs. One way is through calibration. With calibration, it is important that companies create consistency into the quality assurance program by way of calibration. Basically, calibration is a process of teaching call center staffs involved in conducting quality assurance evaluations how to give scores on different transactions and how to do it on an equitable and consistent basis. To ensure that a quality assurance program is fair for all call center agents, it is advisable that all quality assurance...