Quality is, by far, the single most underleveraged resource in call centers. Quality (not efficiency) should directly inform performance improvement, serving as a strategic lever to drive business results. Yet most quality assurance programs don’t measure or predict the right behaviors to effectively impact key performance indicators and improve the customer experience.
Weber Associates is proud to be leading the Quality Assurance Revolution with the Strategic Quality Assurance (sQA) suite, developed to help you build and maintain a QA program that drives results for your organization.
“Your team brought essential sales knowledge and call center expertise to bear in developing an innovative, consultative approach to tackling sales by building a program around the ‘moment of truth’ – during the critical interaction between our agents and customers.”
– Senior Operations Manager