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Call Handling Quality Measurements

 
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Helen Marshall
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PostPosted: Sat Oct 30, 2004 11:54 am    Post subject: Call Handling Quality Measurements Reply with quote
I am currently trying to set up a Call Monitoring Program. The aim of the programme is to ensure that high quality, consistent service is being given to every customer. I have been advised that the best place to start is defining acceptable standards for all sections of the call, e.g verbal handshake, Obtaining Customer details, complaint handling, closure of the call etc. My question is to anyone who has experience with the development of a similar programme: Can you give me the benefit of your experience?
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