Be able to monitor and review customer service
Table of Contents
Click to read this case study on ‘Using statistical sampling for monitoring call centre quality’.
- What are the advantages and limitations of the three techniques mentioned in the case study – specifically in how they address the challenge of monitoring calls with minimum time, money, and effort?
Techniques mentioned:
- Statistical Modelling
- Sample size calculation
- Hypothesis testing
- How could statistical models help your organisation understand the causes of poor performance, and identify areas of improvements?
It is rare that there is just one way to respond to a scenario or situation, so do not consider that the responses you have to the above scenario will be judged as right or wrong. Share your scenario with a work colleague or friend and ask them to tell you whether they think you have responded appropriately. Ask them to challenge your response if necessary. You do not need to submit this task for assessment unless asked to do so by your assessor.
