Identifying different types of transactions at a call center for Call Quality Assurance is a critical part of the quality assurance implementation process. There are basically four methods in which QA specialists can select transactions for the purposes of reviewing them. The first method is through setting up various schedules for capturing transactions at specific intervals. The second method is to capture different transactions randomly. The third is through using business policies, procedures and rules to key out customer calls that need the attention of managers. The fourth method of s... Read more

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