quality_assurance_en.png

Program: Quality Assurance

  • Covers the entire QA process from creating a quality monitoring form to coaching and interaction analytics
  • Prevent the most common pitfalls when implementing a quality monitoring program
  • Conveys the four most important goals of an effective monitoring program
  • Excellent for both onboarding and ongoing training
  • Engaging self-paced e-learning
quality_assurance_en.png

Program description

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.

Who should take this?

  • Anyone who has a stake in the quality monitoring process
  • Call center managers, team leaders, quality assurance specialists, analysts

Format

Self-paced e-learning containing an engaging mix of video, narratives, scenarios, and self-assessments.

A certificate is provided if the mastery exam is passed successfully.

Time to complete

  • 6 months from starting the first module
  • Program contains 6 h 54 min of content
  • The program will remain available for the entire 6 months, even after completion

The following courses are included

1. Building a Quality Monitoring Form

How to Build an Effective Quality Monitoring Form

Building a Quality Monitoring Form

Every business has one key goal, the maintenance of existing customers and the acquisition of new ones. It’s estimated that existing customers spend fifty to sixty percent more than new customers, and that it can be up to ten times harder to attract a new customer compared to keeping an existing one. A good quality monitoring form will help you identify what you’re doing well, and what you need to change, in order to keep your current customers and attract new ones.

The new course is engaging and informative, with practical exercises and essential information to help you gain the skills you need.

Students will learn how to:

  • Fine-tune their quality-monitoring form.
  • Build a logical, easy to follow Quality Standards Definition Document.
  • Determine scoring ratios for each part of the form.
  • Examine the pros and cons of applying penalties to key sections.
  • Run a pilot program to ensure the form is ready to use in the contact center
  • 7 modules
  • 57 min

Included modules and learning aims:

  1. Introduction 05 min

    • Describe why a good quality-monitoring form is important
    • Outline the overall course content
  2. Who Needs What? 10 min

    • Discuss what each of our stakeholders require from a quality-monitoring form
    • Outline how this can be achieved
  3. Who Does What? 06 min

    • Explain how to decide who should be on your project team
    • Explain how to assign responsibilities to a facilitator
  4. Defining Standards 10 min

    • Describe how to build the Quality Standards Definition Document.
  5. Weighting the Form 12 min

    • Decide what score each part of the form should have
    • Describe the pros and cons of applying penalties to key sections
  6. Certifying the Form 06 min

    • Describe how to check that the new form is consistent with the previous one
    • Describe how to run a pilot program to make sure that the new form is ready to be rolled out to the contact center
  7. Course Assessment 08 min

    In this module, we’ll test your knowledge of the key learning points from the course. To score a passing percentage of 80%, you must answer 16 of 20 questions correctly.

2. Calibration for Consistency

Best Practices in Calibration and Scoring

Calibration for Consistency

We understand that most contact centers put a lot of effort into building a quality monitoring form that describes, in detail, what is expected of agents at every stage of a call, email, or chat session. However, regardless of how well crafted the form is, there will usually be room for interpretation. The purpose of a calibration meeting is to help you identify these differences, and resolve them through effective group discussion.

In this six-part course, students will learn:

  • The essential skills required to run a productive calibration meeting.
  • Why regular calibration is a key component to the success of the center.
  • How often to calibrate and measure the effectiveness of the calibration.
  • To identity ground rules for promoting effective communication.
  • Techniques for providing constructive feedback in a group setting.
  • Students will also have the opportunity to assess a call scenario and practice the techniques presented throughout the course.
  • 6 modules
  • 51 min

Included modules and learning aims:

  1. Introduction 05 min

    • Describe why a good quality-monitoring form is important
    • Outline the overall course content
  2. Who Needs What? 10 min

    • Discuss what each of our stakeholders require from a quality-monitoring form
    • Outline how this can be achieved
  3. Who Does What? 06 min

    • Explain how to decide who should be on your project team
    • Explain how to assign responsibilities to a facilitator
  4. Defining Standards 10 min

    • Describe how to build the Quality Standards Definition Document.
  5. Weighting the Form 12 min

    • Decide what score each part of the form should have
    • Describe the pros and cons of applying penalties to key sections
  6. Certifying the Form 06 min

    • Describe how to check that the new form is consistent with the previous one
    • Describe how to run a pilot program to make sure that the new form is ready to be rolled out to the contact center
  7. Course Assessment 08 min

    In this module, we’ll test your knowledge of the key learning points from the course. To score a passing percentage of 80%, you must answer 16 of 20 questions correctly.

3. Basics of Coaching

Techniques for Shaping Call Behaviors

Basics of Coaching

Most contact centers are in a constant state of change; hiring new staff, changing processes, or releasing new products or services. If these changes aren’t carefully monitored and managed, service can quickly become inconsistent. Effective coaching is an essential component in maintaining and improving the service you provide to your customers.

In this eight-part course, students will learn:

  • The steps for diagnosing call center performance.
  • The fundamentals of becoming a successful coach.
  • The conversational questioning technique and best practices for listening.
  • The difference between natural and created reinforcement.

Students will also have the opportunity to deliver feedback on three calls via engaging interactions, to reinforce, or correct, agent behaviors for each scenario.

  • 8 modules
  • 66 min

Included modules and learning aims:

  1. Introduction 05 min

    • Describe why a good quality-monitoring form is important
    • Outline the overall course content
  2. Who Needs What? 10 min

    • Discuss what each of our stakeholders require from a quality-monitoring form
    • Outline how this can be achieved
  3. Who Does What? 06 min

    • Explain how to decide who should be on your project team
    • Explain how to assign responsibilities to a facilitator
  4. Defining Standards 10 min

    • Describe how to build the Quality Standards Definition Document.
  5. Weighting the Form 12 min

    • Decide what score each part of the form should have
    • Describe the pros and cons of applying penalties to key sections
  6. Certifying the Form 06 min

    • Describe how to check that the new form is consistent with the previous one
    • Describe how to run a pilot program to make sure that the new form is ready to be rolled out to the contact center
  7. Course Assessment 08 min

    In this module, we’ll test your knowledge of the key learning points from the course. To score a passing percentage of 80%, you must answer 16 of 20 questions correctly.

4. Voice of the Customer

Designing customer surveys and analyzing feedback

Voice of the Customer

One of the greatest challenges for any business is to understand their customers’ needs, and determine how well they’re meeting them. No matter how good your products and services are, if they don’t meet your customers’ needs, you won’t stay in business for very long. Customers are now smarter, and better informed, about their purchasing options than ever before. Social media plays an important role in the perception of your company, whether it’s someone posting about an amazing experience, or bitterly complaining because they feel let down.

A Voice of the Customer, or VOC, program allows you to gather and analyze your customers’ perception of your company. It focuses on what your customers expect from a product or service, what they prefer, and what they don’t like.

In this six-part course, students will learn:

  • The benefits of a successful VOC program.
  • The steps required to build an effective VOC survey.
  • The steps of distributing and analyzing a VOC survey.
  • The ten-step process for checking your current communication strategy.
  • How to capture compliments, competitor information, advertising feedback, and customer desires to enhance your VOC program.
  • 6 modules
  • 72 min

Included modules and learning aims:

  1. Introduction 05 min

    • Describe why a good quality-monitoring form is important
    • Outline the overall course content
  2. Who Needs What? 10 min

    • Discuss what each of our stakeholders require from a quality-monitoring form
    • Outline how this can be achieved
  3. Who Does What? 06 min

    • Explain how to decide who should be on your project team
    • Explain how to assign responsibilities to a facilitator
  4. Defining Standards 10 min

    • Describe how to build the Quality Standards Definition Document.
  5. Weighting the Form 12 min

    • Decide what score each part of the form should have
    • Describe the pros and cons of applying penalties to key sections
  6. Certifying the Form 06 min

    • Describe how to check that the new form is consistent with the previous one
    • Describe how to run a pilot program to make sure that the new form is ready to be rolled out to the contact center
  7. Course Assessment 08 min

    In this module, we’ll test your knowledge of the key learning points from the course. To score a passing percentage of 80%, you must answer 16 of 20 questions correctly.

5. Making the Most of Quality Monitoring

Creating a Comprehensive QA Program

Making the Most of Quality Monitoring

This 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.

This call may be monitored to ensure quality – is one of the most familiar phrases associated with call centers today. Indeed, most businesses are monitoring calls to ensure the correct message is being delivered and the majority of centers utilize some sort of automated monitoring system to facilitate the process.

This course outlines how to align your business practices to make the most of your monitoring efforts. Hear the most common mistakes made when implementing a monitoring program, as well as ideas for ensuring the process will be met with employee acceptance.

Students will learn to:

  • Identify the most common mistakes in implementing a quality monitoring program.
  • Identify four goals of an effective monitoring program.
  • Develop a call recording strategy for gathering sample interactions.
  • Define processes to ensure consistency and fairness in the monitoring process.
  • Incorporate best practices to leverage quality monitoring to drive performance improvement in the center.
  • 6 modules
  • 56 min

Included modules and learning aims:

  1. Introduction 05 min

    • Describe why a good quality-monitoring form is important
    • Outline the overall course content
  2. Who Needs What? 10 min

    • Discuss what each of our stakeholders require from a quality-monitoring form
    • Outline how this can be achieved
  3. Who Does What? 06 min

    • Explain how to decide who should be on your project team
    • Explain how to assign responsibilities to a facilitator
  4. Defining Standards 10 min

    • Describe how to build the Quality Standards Definition Document.
  5. Weighting the Form 12 min

    • Decide what score each part of the form should have
    • Describe the pros and cons of applying penalties to key sections
  6. Certifying the Form 06 min

    • Describe how to check that the new form is consistent with the previous one
    • Describe how to run a pilot program to make sure that the new form is ready to be rolled out to the contact center
  7. Course Assessment 08 min

    In this module, we’ll test your knowledge of the key learning points from the course. To score a passing percentage of 80%, you must answer 16 of 20 questions correctly.

6. Interaction Analytics

Implementing a Customer Analytics Program

Interaction Analytics

Insights into customer interactions can drive significant improvements in agent productivity, and the effectiveness of your Quality Program.

Customer service bottlenecks need to be conveyed clearly, shared widely, and acted upon quickly.What’s more, analytics can focus coaching to where it’s required most.

On completion of this course, students will learn to:

  • Appreciate the benefits that Interaction Analytics can bring to a contact center.
  • Transform agent performance through contact, screen, and speech analytics.
  • Analyze customer communications to discover service hiccups early.
  • Understand three powerful Interaction Analysis techniques.
  • Get the most from a well-structured Analytics package.
  • Outline the challenges of designing an effective Analytics program.
  • 5 modules
  • 36 min

Included modules and learning aims:

  1. Introduction 05 min

    • Describe why a good quality-monitoring form is important
    • Outline the overall course content
  2. Who Needs What? 10 min

    • Discuss what each of our stakeholders require from a quality-monitoring form
    • Outline how this can be achieved
  3. Who Does What? 06 min

    • Explain how to decide who should be on your project team
    • Explain how to assign responsibilities to a facilitator
  4. Defining Standards 10 min

    • Describe how to build the Quality Standards Definition Document.
  5. Weighting the Form 12 min

    • Decide what score each part of the form should have
    • Describe the pros and cons of applying penalties to key sections
  6. Certifying the Form 06 min

    • Describe how to check that the new form is consistent with the previous one
    • Describe how to run a pilot program to make sure that the new form is ready to be rolled out to the contact center
  7. Course Assessment 08 min

    In this module, we’ll test your knowledge of the key learning points from the course. To score a passing percentage of 80%, you must answer 16 of 20 questions correctly.

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.

30 questions 30 min

Mastery Certification: Quality Assurance

The program is designed by call center experts to provide a practical and engaging learning experience. Start today.