Interventions in Committee
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Michelle Lattimore
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Michelle Lattimore
2016-12-08 16:48
We do record 100% of calls, and we have a client service unit at our call centre that reviews calls from agents at least twice a year so that individuals can sit down with their supervisors and learn. That's the proactive quality monitoring that we would do at a minimum with individuals. But of course we are also in a position in the event that anyone raises a question about a specific call, or in the event that we receive a complaint, that we can go back and review on a reactive basis at that point as well.
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