Building a Quality Form – Part II (web seminar):

This web seminar is the second part of a program that focuses on developing effective quality forms. In this 90-minute session, students will identify scoring options and schemes that reward the most desirable behaviors on a customer call.

Dates: August 2, September 21

Having well defined quality criteria is just the beginning of creating an effective performance management tool. The next step is to apply weighting and scoring that promotes essential call behaviors. In this session, you will learn various answer and scoring schemes for evaluating your call center’s quality standards. In addition, we will explore the pros and cons of “auto-fail” and how best to use alternative scoring methods such as bonus points to reward the agents who go above and beyond service expectations.

This session also provides suggestions on how to facilitate the discussion with your quality team to come up with the "right" point values for your quality standards.
Seminar attendees will learn to:

- Identify the benefits to implementing a scoring methodology to quality evaluation criteria.
- Apply section-based weighting to emphasize skills groups most important to a call’s success.
- Identify various scoring schemes and understand the pros and cons of each style.
- Apply a scoring structure that recognizes skill priorities and awards most important critical behaviors.
- Factor in non-applicable behaviors in the scoring process in order to promote fairness.

Price: $300

An unlimited number of students may attend via a single web/audio connection. Additional connections for the same seminar are available for $150 for each additional connection.

This web seminar will be recorded and retained by The Call Center School, LLC. Your attendance constitutes permission for the recording of your voice and comments and The Call Center School’s right to use, distribute, and copy the recording, in whole or in part, in any form or media.
08/02/2012 01:00 PM
09/21/2012 01:00 PM

*Web seminar times are posted as Central Time.

The Call Center School
568 Grant Highway
Lebanon, TN 37090
phone: 615-812-8400
fax: 866-452-2122