Program: Quality Assurance
It’s not uncommon for customers to question the purpose of that generic, “Your call may be recorded for quality and training purposes” phrase when they call your center. We understand that consistent training efforts and constructive coaching sessions are key components to ensuring the first class experience expected on every customer interaction.
Quality Assurance includes the following courses:
1. Building a Quality Monitoring Form
How to Build an Effective Quality Monitoring Form
Practical information and engaging interactions for developing effective monitoring forms. Performance scoring guidelines will help you score each section accurately, and pilot testing will ensure the success of your quality monitoring program!
6. Interaction Analytics
Implementing a Customer Analytics Program
Learn about three powerful analytic techniques that can give you valuable insights into your customer interactions. Learn how to get the most out of your analytics package, about the challenges of implementing analytics, and how to overcome common pitfalls.
Mastery Certification: Quality Assurance
After finishing the courses of the program, participants are eligible to take the mastery certification exam. A designation of Mastery Certification from The Call Center School validates and recognizes the learning achievements gained through the program.Participants who successfully pass the mastery certification can download their certificate and share it directly via social media.
The Quality Assurance program is designed by call center experts to provide a practical and engaging learning experience. Start today.