Benchmark Your Call Quality Monitoring Process

The Ascent Group is conducting research to identify the practices that make or break contact quality monitoring.  Trends in the industry are leading towards call analytics and automated monitoring software, dedicated quality assurance groups, and more frequent monitoring sessions.  Are these practices leading to higher customer satisfaction? More effective agents? Improved customer interactions? Better coaching? What lessons have been learned along the way?

Take our survey and share your experiences about your quality monitoring process. It's free. We will provide participants with results of the research at the end of the study. We will be publishing the results of this research in our 9th edition of Call Quality Practices.

Participate in the Call Quality Monitoring Benchmarking Study.

The Ascent Group is a management consulting firm with extensive experience in customer service and call center performance improvement, benchmarking, and best practice discovery, and a leading publisher of customer service journals and reports.

www.ascentgroup.com