Call Center Quality Assurance Program

• Audience:
• Duration: 2 Days
• Cost: 4950 SAR

The objective of this course is to enhance the call quality and customer satisfaction through a 2 day workshop on quality performance management process monitoring and coaching. Attendees will learn how to be enabled to measure an agent’s performance on actual calls against performance standard and apply effective techniques for shaping employee performance.

Course Outline

Building a Quality Monitoring Form – Part 1.  Create forms and quality standards documents that define desired behaviors         

Building a Quality Monitoring Form – Part 2.  Apply weighting and scoring schemes that promote essential call behaviors                         

Call Calibration: Best Practices in Calibration and Scoring.  Learn how to conduct successful calibration sessions to maximize quality and fairness

Fundamentals of Call Coaching: Techniques for Creating Better Calls.  Identify steps of call coaching to ensure more effective telephone interactions