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.

It’s not uncommon for customers to question the purpose of that generic, “Your call may be recorded... Read more

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Certificate on Completion 6 courses 35 modules 8 hrs 24 mins

1. Building a Quality Monitoring Form
How to Build an Effective Quality Monitoring Form

Building a Quality Monitoring Form How to Build an Effective 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
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7 modules 57 mins

Marcel

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