Quality Management

Quality management in a contact center involves the systematic process of ensuring that all aspects of operations meet or exceed the expected standards of quality. This includes monitoring, evaluating, and enhancing the performance of agents, the effectiveness of customer interactions, and the overall operational processes. Quality management encompasses activities such as call monitoring, agent coaching and feedback, performance analysis, and implementing best practices aimed at continuous improvement. Quality management aims to increase customer satisfaction, optimize operational efficiency, and foster a culture of excellence within the contact center.

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