Call Center Training - Quality Assurance e-Learning
Quality Assurance e-Learning
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Building a Quality Form – Part I (e-Learning):
This self-paced, 3-module e-Learning program outlines the steps for developing a comprehensive quality monitoring evaluation form. Students will learn about the overall process for identifying call performance standards that are objective, measurable and coachable.
Defining Call Standards:What a Call Should Sound Like (e-Learning):
This self-paced, 3-module e-Learning program provides the framework for developing a detailed description of call performance standards necessary for ensuring consistency in the application of quality evaluation criteria to actual call performance.
Quality Assurance - 6-Course Core Curriculum (e-Learning):
This self-paced, 18-module e-Learning program includes all six core topics in the The Call Center School's Quality Assurance curriculum. Topics include: Building a Quality Form I/II, Defining Call Standards, Calibration Corner, Basics of Call Coaching, and Making the Most of QM Tools.
Voice of the Customer: Developing Systematic Listening/Feedback (e-Learning):
This self-paced, 3-module e-Learning program provides guidance for gathering Voice of the Customer information from call center conversations to share with the rest of the organization. Students will learn methodologies for better listening and ways to provide feedback in positive ways.
Satisfaction Guaranteed: Performing Call Center Customer Surveys (e-Learning):
This self-paced, 3-module e-Learning program outlines best practices for surveying call center customers. Students will learn how to plan a survey project, write survey questions and scales, administer a survey, analyze results, and create meaningful reports.
Making the Most of Quality Monitoring: Creating a Comprehensive QA Program (e-Learning):
This self-paced, 3-module e-Learning provides quality monitoring program best practices, including common mistakes made by many call centers that you'll want to be sure and avoid. Learn how to leverage quality monitoring to drive performance improvement beyond the call center.
Basics of Call Coaching: Techniques for Shaping Call Behaviors (e-Learning):
This self-paced, 3-module e-Learning program focuses on the best practices of call coaching. Students will learn about the benefits of regularly scheduled coaching session, how to effectively communicate to ensure frontline staff understanding and buy-in, and techniques for reinforcing desirable behaviors so they will be repeated in future customer interactions.
Calibration Corner: Best Practices in Calibration and Scoring (e-Learning):
This self-paced, 3-module e-Learning program outlines best practices for call calibration. Students will learn about the benefits of calibration, how to measure calibration effectiveness, who should participate and how to run a productive calibration session.
Building a Quality Form – Part II (e-Learning):
This self-paced, 3-module e-Learning program outlines the steps for developing a section weighting and attribute scoring scheme that prioritizes call behaviors and assigns values according to their alignment with key business drivers.
Email Quality Monitoring: Writing the Right Way (e-Learning):
This self-paced, 3-module e-Learning program outlines the essential elements of monitoring your center's written communications to ensure quality. Define email monitoring policies and identify the most common writing mistakes and how to prevent them.
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