Episode 34: Typical quality management problems that contact centers need to fix in 2023.

Rick Mathias, Rick is the Director of Call Center Operations at Heartland Home services, where amongst other amazing things, Rick created an in-depth Quality Assurance process to ensure a best-in-class call center customer experience. Rick is an expert in operations with a proven record of exceeding objectives in a variety of cross-functional environments. He has over 12 years of experience in the quality management field.

Ashish Santhalia

Host, Sales Gambit | Founder @ Convin

Rick is the Director of Call Center Operations at Heartland Home services, where amongst other amazing things, Rick created an in-depth Quality Assurance process to ensure a best-in-class call center customer experience.

Today, Rick has joined us to talk about ‘’Typical quality management problems that contact centers need to fix in 2023.”

We discussed

  1. How did his career start off? And what is it that he is working on currently?
  2. What is quality assurance  and how important is it in contact centers?
  3. Does QA directly impact CX and agent performance? If yes, how?
  4. What  are typical problems in quality management in contact centers?
  5. How to fix these problems and improve Quality management?
  6. Which tools can boost quality management performance for most contact centers?

Convin records, transcribes and analyzes all your sales calls to give insights on what’s working on calls and what’s not.

Convin records, transcribes and
analyzes all your sales calls to give
insights on what’s working on calls
and what’s not.

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US
2093 Philadelphia Pike #5025
Claymont, Delaware 19703
(+1) 6282095776
INDIA
Bhive Workspace No.112,AKR
Techpark, A-Block, 7th Mile
Hosur Road, Krishna Reddy,
Industrial Area,
Bengaluru-560068
+91 7011464590, +91 8802881329