WHAT FOR?
Quality Monitoring allows you to assess the interactions with your customers and measure the quality of the services delivered by your internal and external teams (adherence to the processes, adherence to the call plan, adherence to the guidelines for communication with a customer, etc.) for:
- Following the performance and standards indicators (ISO or Afnor)
- Calculating your bonus/penalty system
- Identifying the assistance your team may need
- Improving the first contact resolution rate