Quality Assurance 6-Course Core Curriculum
e-Learning Program
Learn to monitor and improve your customer communications with these 5 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)
Take all six 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.
Price: $720 (Single-user, 30-day licenses)
