Call Quality Monitoring

The Call Quality Index (CQI) is a practical tool for managers and team leaders to ensure that customer handling meets and maintains high standards. 

CQI allows you to assess, record and set targets for call quality. Based around seven key Call Quality Indicators, CQI can provide you with an objective assessment of customer handling skills for every analyst or agent within the service team. 

• Identify training & development needs

• Identify & record improvement targets

• Track changes and trends

• Achieve continual focus on call quality  

A CQI audit can be delivered onsite by Best Practice consultants. Alternatively we can train and license your own personnel to undertake CQI audits - thereby reducing costs and increasing long-term cost-effectiveness.

For further information on CQI, call Best Practice on 01923 225225 
or email us at info@bestpractice.uk.com