Feedback techniques used by Quality evaluator in BPO.

Quality evaluators in BPO (Business Process Outsourcing) use a variety of feedback techniques to evaluate and improve the performance of agents. Here are some common feedback techniques used in BPO: Call monitoring: Quality evaluators listen to calls and evaluate agents based on various metrics such as adherence to scripts, compliance with policies and procedures, customer service skills, and accuracy of information provided. Scorecards: Quality evaluators use scorecards to rate agents on various aspects of their performance. Scorecards typically include metrics such as call handling time, resolution rate, customer satisfaction, and adherence to quality standards. Coaching sessions: Quality evaluators provide one-on-one coaching sessions to agents to help them improve their performance. During these sessions, evaluators provide feedback on areas where agents need improvement and suggest ways to improve their performance. Feedback reports: Quality evaluators provide regular feedback reports to agents, team leaders, and managers. These reports highlight areas where agents are performing well and areas where they need improvement. Performance reviews: Quality evaluators conduct regular performance reviews with agents to assess their overall performance and provide feedback on areas where they need improvement. Training sessions: Quality evaluators may also conduct training sessions to help agents improve their skills and knowledge. These sessions may focus on topics such as customer service, communication skills, and product knowledge. Overall, these feedback techniques help ensure that agents are delivering high-quality service to customers and meeting the performance standards set by the BPO.

Location: Pune, Maharashtra, India

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