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| General Discussion The CallCenterOps Forum allows you to seek the advice of other knowledgeable call center professionals. Post your call center related question and contribute your opinion to others seeking advice. (No advertising is accepted - posts will be removed.) |
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02-19-2010, 01:26 PM
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Quality Assurance for Emails and Chats
Our CC is going to start evaluating emails and chats and I am looking for help creating a form or scoring process for this. Does anyone have any examples they would like to share? TIA.
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03-06-2010, 12:12 AM
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hi
One approach is to develop written guidelines, processes and standards determining what is allowed and disallowed. much information is out there on the net re this. develop a point rating scale for both demerits and merits and document as well. then rate away. no example I can freely share Star
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