Category: Monitoring
Adding Mock Calls to Training Accelerates New Agent Performance

Taking that first call on the call floor can be terrifying for new bio-pharma contact center agents. Regardless of how thorough training was or how high the scores were on the knowledge checks, there’s nothing quite like hearing the voice …

Updated with Empirical Performance Data – Adding Mock Calls to Training

We received a lot of comments on our “Mock Calls” blog from a few weeks ago and the commenters were generally in agreement that mock calls can be a huge boost to agent performance. Many responders asked if we had …

Updated – Use Mystery Calls to Boost Confidence in Your Call Center’s Performance

I updated this blog. Not because the content is outdated, but because I wanted to share three specific ways to use Mystery Calls to gain confidence in your center’s performance. Mock Training Calls – Ensuring your newly hired and trained …

Introducting COMET – Call monitoring software from Centerfirst created specifically for the needs of today’s bio-pharma call center. Your company devotes valuable time and resources to monitoring calls and providing feedback. You feel pretty good about that, and you should. …

Advanced Call Center Process – Monitoring the Monitor

You lead a call center staffed with well-trained, professional agents. You’ve created a supportive culture with a quality assurance (QA) program that is robust and nuanced.  Your performance results are tracked in a searchable database, and the reports you get allow …