@CaliGirl925 wrote:
Perhaps so the MSC or client doesn't have to pay for the cost of having the call transcribed?
I think CaliGirl has the idea.
The data needs to be reported in a form that allows easy submission, a bottom line score, and way to compare different calls. Sort of like oranges to oranges. When the client see scores for the certain stores are superior or lacking they can reward the better scores or line up additional training for the under performers. It is all about data managment. Let the shopper and/or MSP put it in a form the client can easily work with.
Happily shopping Rhode Island and nearby Massachusetts and Connecticut