In spite of the fact that Quality call recording is done in 94% of organisations in Australia and New Zealand only 50% have fully implemented a Quality Assurance programme. As with WFM, a large proportion of the people doing the Quality Assurance have had little or no training on the software they use (28%) so I am sure there is a lot of room for improvement in this area. An average of 7 calls per agent are typically evaluated per month which is a little less than what we would consider best practice (approx. 10 calls per agent per month). At Fifth Quadrant we recommend that the same number of calls are not recorded for all agents but that it varies depending on their experience and skill. Those who are more experienced and know what they are doing need to have slightly less calls evaluated while those who are newer or are less sure of the processes should have more calls evaluated.
Another exciting event was my recent trip over to Auckland to catch a bit of the Rugby World Cup action. Now I know this may not mean a lot to many of you, but coming from a town and school in Ireland where rugby is indeed significant, this was extremely exciting for me especially as I was there to watch the Ireland v Australia match. And what a match it turned out to be! I personally think it was the fact that a shamrock, leprechaun and St.Patrick were there cheering them to victory. I have only just got my voice back! Well done Ireland.
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