Certified Call Center Quality Assurance
Assuring the quality of your customer
experiences is essential to your success – and training is essential to the
success of your QA function. Do you currently have a “best-in-class” quality
monitoring program? Our certification will provide your QA team with all the
elements needed for an effective and efficient program that fits your strategy,
be it focused on excellent service, cost, sales or marketing.
Participants
will gain an understanding of the specific requirements necessary to build a
“best-in-class” quality monitoring and assessment process. This approach is
designed to meet the needs of the enterprise, the center, the agents and the
callers. Participants will identify those agent behaviors that provide an
excellent customer experience, i.e., reduce the customer effort to solve their
problem, answer their question and drive loyalty. From this knowledge comes the
development of the assessment processes, form for assessment and the scoring
metrics that will measure the result.
Participants
will explore the issues relating to calibration of the assessment and scoring
processes, and how to deliver appropriate recognition and reward for those
involved in the process. This workshop will provide real-life example and
exercises that will allow participants to assess the current programs, make
adjustments or develop an entirely new program that meets the needs of all
stakeholders.
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Creating a Quality Assurance Strategy
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Positive Culture, Behaviors and
Definitions
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Quality Assessment Forms
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Service vs. Compliance
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Call Monitoring Process
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Art of Coaching
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Feedback
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Time Management
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Reward & Recognition Methods
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Technology
Course Curriculum
Instructor
Super admin
Administrator
Admin of ejaabi
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