What is Call-Handling Feedback?
Call-Handling Feedback is our name for a ticket we create that allows us to follow up on any problems that might arise in answering your calls.
Mistakes happen, but this process allows our supervisors to provide our agents with coaching and guidance, and allows our Quality Assurance team to track agents' long-term performance.
The best way to submit Call-Handling Feedback is to click on the "thumbs down" button at the bottom of the relevant message.
Call-Handling Feedback doesn't get agents in trouble. It's a valuable tool for coaching and improvement. Our agents are human, and they do make mistakes from time to time. Our goal is to address any errors efficiently so they don't become a pattern.
Call recording, which can be activated for your account if you request it, can help address call-handling issues by allowing our supervisors and quality assurance staff to review individual calls on your account.