- Randomly check and evaluate recorded customer service calls to ensure compliance with company quality standards and
service procedures.
- Evaluate an average of five (5) recorded calls per agent after call completion, focusing on accuracy, tone, and
professionalism.
- Review and assess recorded escalation calls to confirm that proper escalation procedures were followed.
- Monitor or “barge in” on live calls to evaluate service delivery in real time and provide feedback.
- Contact clients after service interactions to collect their feedback and measure satisfaction levels.