Employees analyze the information received from italy business mailing list listening: identify the top violations, build ratings of operators, supervisors, projects, and conduct tests aimed at correcting the main and gross errors of operators. Our department interacts with the operator room for the timely processing of violations, with the coordination department to understand what the customer's requirements are, with the training department to transfer information and to understand what points should be paid more attention to when training operators, as well as with the project development department to make adjustments and missing information in scripts.
Listening to calls For optimal evaluation, at least recordings are listened to per month for each operator - recordings per week. To evaluate the recordings, an internal program, the Operator Quality Control System (QCS), is used. QCS allows you to automatically upload tasks daily to each quality department manager according to the specified parameters. Thus, the program excludes a special search for recordings with errors and allows you to get the most honest assessment of employees. Assessment Methodology and Checklist In order to assess dialogues, Infotell managers have developed a universal checklist, which can be used to assess any project.