Remote Call Monitoring

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Remote Call Monitoring

ICCA Remote Call Monitoring Services

When it comes to QA (Quality Assurance) in Contact Centers, it is always beneficial to have a “fresh set of eyes” on your Call Quality program.

By having a 3rd party Call Monitoring partner, it will not only compliment your existing QA program but it will also give you objective un-biased data on areas of improvement and inefficiencies.  This frees up your staff to focus on other less tedious tasks.  We hold frequent calibration sessions with your team to ensure we are up to date with your processes/procedures and you are getting a maximum return on your investment.

If you do not have a QA program, we can design one for you and handle all the Call Monitoring tasks.

Benefits of using our services:

Our Staff:

All of our Call Monitoring experts have worked in Contact Centers at a leadership level and/or at the QA level.

Larger Amount of Calls Monitored:

There is no limit to the amount of calls we can monitor and evaluate, you tell us how many calls per CSR you would like monitored and we will get it done.

Unbiased Data:

Your reps are not our co-workers, so we can be 100% objective and unbiased when reviewing their calls.

 

Lets Connect and Discuss your Needs.

 

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Amount of Agents in your Contact Center

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