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email quality monitoring form templates

But a note of caution – focusing on handle times alone is one of the main causes of poor-quality email customer service. Observe if agents adhered with company policies and determine if agents were able to address customers’ needs with the appropriate tone of voice. to make sure the QA templates are standard across the board. If the number of replies decreases over time, it can be assumed that the quality of replies is increasing. Use iAuditor’s, to gain insights into how call representatives are performing over time. Get safely back to business with our COVID-19 specific resources, Easily assess live and recorded calls, and document areas for improvement.

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Emails to customers must be readable, on a basic level, but they must also be professional. Use iAuditor as a call monitoring software to effectively perform call QA assessments and analyze collected data.

1. Use this Call Monitoring Form to help QA specialists evaluate call representative’s service interaction with the customer. Use iAuditor’s scoring feature to gain insights into how call representatives are performing over time.

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