Quality Assurance 9-Course Full Curriculum
e-Learning Program
Learn to monitor and improve your customer communications with these 9 courses: (3 modules per course)
Course 1: Building a Quality Form I (Design and Structure)
Course 2: Building a Quality Form II (Weighting and Scoring)
Course 3: Defining Call Standards (What a Call Should Sound Like)
Course 4: Calibration Corner (Best Practices in Calibration)
Course 5: Basics of Call Coaching (Techniques for Shaping Call Techniques)
Course 6: Making the Most of QM Systems (Optimizing Monitoring/Recording Technology)
Course 7: Satisfaction Guaranteed (Performing a CC Satisfaction Audit)
Course 8: Voice of the Customer (Developing a Systematic Listening Feedback System)
Course 9: Email Quality Monitoring (Writing the Right Way)
Take the first six core courses and take the mastery exam for Masters Certification in Quality Assurance from The Call Center School.
Students will learn to:
- Create quality forms and standards documents.
- Apply weighting and scoring that promotes desired behaviors.
- Set standards for vocal quality, tone, empathy, and call control.
- Learn how to conduct successful call calibration sessions.
- Learn the basics of call coaching.
- Describe the capabilities of today's quality monitoring technologies.
- Outline the steps of designing and administering customer surveys.
- Develop a system for being the conduit for customer information to the enterprise.
- Build a quality process that ensures consistent written communications.
Price: $1080 (Single-user, 30-day licenses)
