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I work at a call center for a major electronics manufacturer as part of the quality control team.
There are a few ways we can score calls.
1. Side-by-side--sitting with the rep as they take the call
2. Recorded call
3. Pulling a live call
The way my area is set up is there is one large cubicle, probably 15X10 cubicle. There are 4 quality people in it. 1 in each corner.
So, I'll be sitting there emailing out scores to the reps with the explaination of the score and no one will bother me. The second I try listening in on a call or listening to a recorded call I hear "Hey, FashionLad... oh whoops! Sorry"
Without a doubt, 90% he wants to talk to me I'm concentrating on something else. When I'm emailing a rep or just going over schedules to see who I'm going to sit with next, he doesn't have anything to say to me.
There are a few ways we can score calls.
1. Side-by-side--sitting with the rep as they take the call
2. Recorded call
3. Pulling a live call
The way my area is set up is there is one large cubicle, probably 15X10 cubicle. There are 4 quality people in it. 1 in each corner.
So, I'll be sitting there emailing out scores to the reps with the explaination of the score and no one will bother me. The second I try listening in on a call or listening to a recorded call I hear "Hey, FashionLad... oh whoops! Sorry"
Without a doubt, 90% he wants to talk to me I'm concentrating on something else. When I'm emailing a rep or just going over schedules to see who I'm going to sit with next, he doesn't have anything to say to me.