Page 93 - Sales and Operations Handbook for Managers.pdf
P. 93
QCA
Purpose
Guidance on how to make sure calls are made
according to the checklist.
Applicability
Will be able to review calls and make sure agents are
interacting with customers according to guidance.
Prerequisites
Access to QCA portal
Responsibilities
DSM- in charge of conducting its own audit (2 per
week per office) to ensure the agents are interacting
with customers according to the guidance.
RSM- in charge of reviewing the QCA scores by region to
ensure the scores are above passing and the DSM
addresses those agents with repeated low scores.
Auditor- in charge of auditing the calls according to
the standard checklist created for calls.
