call center support services

Why Quality Analysis Is Essential for Call Center Support Services?

The results obtained via call center support services can be very misleading. Especially when you are not looking at the operation as a whole, you might land up in tough situations from where it could be very difficult to get out. An example will clarify this for you. Let’s say that you run a call center and you are getting positive feedback consistently from your customers. You would think that everything is fine. There is no need to improve anything. But actually, your agents might be threatening your customers into filling up CSAT forms with positive feedback. For example, they might intimidate them with possible service disruptions, future inconvenience or no support in the future. So, you may feel that everything is going well, but the customers are actually getting harassed.

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