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Quality Assurance

Quality Assurance

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1.
Building a Quality Monitoring Form

How to Build an Effective Quality Monitoring Form

The Call Center School Course: Building a Quality Monitoring Form
The Call Center School Course: Building a 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!



57 min 7 Modules Interactive

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2.
Calibration for Consistency

Best Practices in Calibration and Scoring

The Call Center School Course: Calibration for Consistency
The Call Center School Course: Calibration for Consistency

Understand the importance of calibration and scoring. Learn the practical skills and techniques required to run productive calibration sessions and fine-tune your quality monitoring forms.



51 min 6 Modules Interactive

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3.
Basics of Coaching

Techniques for Shaping Call Behaviors

The Call Center School Course: Basics of Coaching
The Call Center School Course: Basics of Coaching

Coaching basics focuses on how to cre­ate a pos­i­tive work envi­ron­ment while developing top-performing agents. This course provides the knowledge required to diagnose and improve agent performance.



66 min 8 Modules Interactive

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4.
Voice of the Customer

Designing customer surveys and analyzing feedback

The Call Center School Course: Voice of the Customer
The Call Center School Course: Voice of the Customer

Let's face it, customer requirements are key. This course provides practical steps and tools for gathering and analyzing customer feedback via surveys. Social media can be a blessing or a curse, don’t underestimate its power!



72 min 6 Modules Interactive

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Making the Most of Quality Monitoring

Creating a Comprehensive QA Program

The Call Center School Course: Making the Most of Quality Monitoring
The Call Center School Course: Making the Most of Quality Monitoring

Best practices for building an effective Quality Monitoring program. Common pitfalls to avoid and tips on how to get your agents buy-in!



56 min 3 Modules