Quality Assurance / Quality Monitoring Benchmarking
Hi! For those of you who are conducting quality checks on phone calls, chats, and tickets:
- How many are you doing each month for each channel?
- Are your counts based on the agent (e.g. 10 per agent per month) or by customer (X% per channel)
- What is the structure of your QA team - one pool of QA analysts to support all agents, QA analysts dedicated to a specific group or customer, or another structure?
I'd also appreciate any industry benchmarking you could point me towards!