What companies should know about quality assurance guidelines and criteria

For companies that have implemented Call Quality Assurance programs, it is important that companies also have guidelines and criteria on quality assurance monitoring. Basically guidelines on quality assurance monitoring specify the different criteria quality assurance reviewers and specialists will use in determining whether or not a call center agent decently demonstrated a certain skill when transacting with a customer. These guidelines also indicate what sections of the quality assurance evaluation forms the specialist should use when giving scores to the various aspects of the interaction...