Call Centre Quality Monitoring: A Simple QA Process and Scorecard
How to run call centre quality monitoring: sample recorded calls, score them on a simple scorecard, calibrate reviewers and coach agents within…
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Tag: Supervisor tools
After Call Work (ACW): Wrap Up Time and How to Reduce It
What after call work includes, how to measure ACW, how wrap-up and auto closure work in Voxdial, and practical ways to keep…
Average Handle Time (AHT): Formula and How to Reduce It
What average handle time includes, the AHT formula with an example, how to read it per agent and queue, and six ways…
AI Call Summary: How Transcripts and Summaries Help Agents
How AI call summaries and transcription speed up hand-overs, wrap-up and quality checks, where to be careful, and how they fit a…
DPDP Act and Call Recording: A Guide for Indian Call Centres
What the DPDP Act 2023 means for call recordings, CRM data and WhatsApp chats: notice, consent, purpose, retention, access control and breach…
Call Centre Agent Status Codes: States, Aux and Break Codes
Agent states explained: available, on call, wrap-up, break, paused and offline, with break reasons, auto closure and fair reporting on agent time.
Call Centre Reports: What to Check Daily, Weekly and Monthly
The call centre reports a manager needs: missed and abandoned calls daily, agent performance and IVR drop-offs weekly, trends and call reasons…
Call Centre Agent Training: A 2 to 3 Week Onboarding Plan
A practical call centre agent training plan: product and system lessons, call listening, shadowing, supervised live calls with whisper coaching, and refreshers.
Escalation Matrix: How to Build One for Your Call Centre
What an escalation matrix is, functional vs hierarchical escalation, an example L1 to L5 template with time limits, and how to track…
AI Voice Agent Guardrails: Scope, Knowledge, Tools and Handover
The guardrails every AI voice agent needs before it takes real calls: a narrow scope, a controlled knowledge base, safe tools, handover…