Part II – Performance Summaries by Integrated Strategy
New Policies, Procedures, or Process Improvements and Other Important Results
VBA implemented call recording for the VBA National Call Centers (NCC) and 100 percent of inbound calls are recorded for standardized quality assurance reviews.
2011 Performance and Accountability Report / II - 23
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Chuck75
Has anyone noticed that the call center responders have gotten more polite, and generally a little bit more helpful lately?
Perhaps this is a clue as to why.
http://www.va.gov/bu...PAR_Part_II.pdf
(extract)
Part II – Performance Summaries by Integrated Strategy
New Policies, Procedures, or Process Improvements and Other Important Results
VBA implemented call recording for the VBA National Call Centers (NCC) and 100 percent of inbound calls are recorded for standardized quality assurance reviews.
2011 Performance and Accountability Report / II - 23
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