The number of evaluations conducted can vary based on the client's preferences and existing customer satisfaction metrics.
For clients without a customer satisfaction rating system, the standard is to conduct five evaluations per agent each week, across each language and communication channel they operate in.
For clients with a customer satisfaction rating system, the approach is more dynamic:
In stable situations, evaluations focus on areas showing lower levels of customer satisfaction to identify and address specific issues.
If there's a decrease in customer satisfaction rates, additional evaluations are conducted, particularly targeting agents identified as low performers, with an extra five checks for further analysis.
Additionally, targeted evaluations are performed on specific issues known for higher error rates or those that pose financial risks, such as transactions involving high-value payments or compensation payments. This tailored approach ensures that the quality assurance process is both effective and efficient, addressing areas of concern to enhance overall customer satisfaction.