CALL IT DEV provides quality assurance and coaching programs for customer service operations: systematic evaluation of calls, chats and emails against custom scorecards, 1:1 coaching sessions, calibration and performance analytics. Scope and evaluation volume are defined per written proposal.
What the program covers
Quality monitoring of calls, chats and emails against customized scorecards
Custom scorecard design aligned with your brand standards and compliance requirements
1:1 coaching sessions based on individual agent performance
Performance analytics, trending analysis and calibration reports
Calibration sessions for consistent scoring across the QA team
Compliance monitoring aligned with your regulatory requirements