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Group call quality evaluations- a good thing?
In your opinion is the Group call monitoring practice still useful.
This is question is regarding our national inbound/outbound B2B and internal customer service call center. We have three service centers the one I write about is for Procurement. Our Buyers speak with vendors and internal customers ( institutions we own ). Every call is recorded but the VP ( insurance sales background ) wants us to divide our teams up and have group quality monitoring. There will be 4 buyers and 5 managers in each meeting. Buyer recorded calls will be pulled and played back for all. The objective is to "equalize" or "calibrate " approach department wide. Current tools in play are : The Phone Dr training. There is minimal department process documentation /SOP at this point in time but the goal is to achieve more. The teams do not want this approach and think its a violation of privacy and that the ongoing call monitoring is enough. Admittedly the department is a bit disorganized as standardization and streamlining are almost uncharted in this industry. The department is in the process of being flattened a bit. The hope is to replace qualified Buyers with CSRs at a lower pay rate, granted this is after the national standardization and streamlining occur. Can this group monitoring be a valuable tool or is it overkill? Do you have any suggestions to ensure its success? Thank you |
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