Loading...
Improving Customer Service through Call Recording
Ellison, Shukura South Carolina Certified Public Manager Program
Ellison, Shukura
South Carolina Certified Public Manager Program
Files
Loading...
PDF file
Adobe PDF, 798.49 KB
Abstract
The primary job function of the Call Center is to educate and provide accurate information to customers for Business Registration, Individual Income, Sales and Use, Employer Withholding, Corporate, Partnership, Fiduciary and MyDORWAY taxes in a professional manner. It is becoming difficult for Call Center Leadership and the Quality Assurance Team to monitor a “live” call. This makes it that much more difficult to evaluate the representatives’ customer service. This paper determines if call recording could be a viable solution to assist in improving customer service by increasing the number of available calls to be monitored.
Issue Date
2020-02-03
Keywords
South Carolina Department of Revenue--Customer services, Call centers--South Carolina--Management
Type
Text
Rights
Copyright status determined to be in the public domain on April 27, 2020 by United States Supreme Court ruling (Georgia et al., Petitioners v. Public.Resource.Org, Inc. : 590 U.S.__(2020))
Digitization Specifications
This South Carolina State Document was provided directly by the Division of Human Resources in PDF format.