Lately we’ve been talking about call center performance. After Andrew’s great post I thought I’d share another part of the performance metric, the audit. If you’re looking at your call center and wondering if there is more money to be made, a way to lower your average speed of answer, increase customer quality satisfaction and [...]

If you’ve ever called a call center, you surely have heard this phrase: “This call may be recorded for training and quality assurance.” Yep, call centers typically record your calls. They can do so legally by informing you about the recording. But is call center recording necessary? The first recording justification is for training. Call [...]