Call Quality Monitoring

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Objectives

The objective of this process, is to ensure that customer call recordings are extracted, evaluated and the quality of service to the customer is measured and reported. Also, to ensure that, where necessary, customer care agents are trained to improve quality of service.

 

Key Performance Indicator

• Outsource Quality Assurance Team and 137 Team leaders to extract, evaluate and compile a report of quality of service on daily basis per customer care agent.
• OBW Quality Assurance Team to evaluate report from 137 Team Leader and Outsource Quality Assurance Team on weekly basis.
• OBW Quality Assurance Team to train/coach the outsource and 137 evaluators and recommend training for CCR where necessary for every weekly evaluation.

 

Inputs:

• Call Recordings
• Call Evaluation sheet

 

Outputs:

• Coaching/ compliment
• Call Evaluation Report