Call Center Employee Related Queries

Call centers and BPO are operations with intensive focus on employees. The long work hours, irregular shifts, high work targets etc. can bog down an employee. If the employee related queries are not assessed and solved, the turnover rate of the call center will continue to be high. The issues of call center employees might […]

Qualitative Measurement in call centers

In most call centers, qualitative measurement criteria, which focus on knowledge of products and services, customer service and call handling skills, and the policies of the organization, continue to become more refined and specific. Most use some form of monitoring (silent, with a beep tone, side by side, or record and review) to evaluate individual […]