Quality standards

[Brucall]

I would like to know if there are predefined quality standards on the subject of call handling, professional attitude and/or commercial topics?
If yes, are they company related or isthere a site on the internet where I can find some explanation/information?

Kind regards,
Brucall.

[Karsten Fuhrmann]

Hi,

that's a difficult issue - and depends on the industry you're working in. But I can recommend a very good book about that:
Jon Anton "Callcenter Management: By the Numbers". The author
explains the most common quality standards, their measurement and some action points to increase/decrease.

Best Regards
Karsten Fuhrmann

[virtuo1]

You may want to define your own call standards in terms of taking the primary components of the call itself and assigning a rating. There are some good books out there such as "Knock your socks of Customer Service" I purchased a package from padgett thomas. We look at creating a wow moment through show at the time we engage a caller.