92% of chief executives believe that improving customer service is a top priority for their business. However, only a fraction of these companies have systematic support Quality Assurance programs in place.
Conversation reviews and consistent agent feedback can give your support quality a major boost. However, some managers find it hard to justify the costs of hiring QA specialists or investing in decent conversation review tools to the executive team.
To help support teams make the case for investing in quality assurance programs, we dug into the hard facts and numbers to showcase the potential return on investment. Here are five key stats that will prove the value of a proper quality program to your leadership team.