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Quality Assurance {:one=>"Program", :other=>"Programs"}
Quality Assurance {:one=>"Program", :other=>"Programs"}

Quality Assurance

“Your call may be monitored for quality and training purposes.” Call center outsiders may be surprised what happens behind the scenes when they hear this common phrase. Call center insiders understand that it takes comprehensive training to ensure agents know how to handle the call. They also understand that consistent monitoring and coaching is required to ensure the quality of every single customer interaction. The Call Center School’s Quality Assurance program includes all topics related to customer surveying and feedback.
The Call Center School’s Quality Assurance program includes all topics related to customer surveying and feedback.

Students who complete the program become eligible to test for mastery. The mastery exam will be an online, open-book exam, so we encourage our students to take good notes.

9 hrs 8 Courses 24 Modules
1

Building a Quality Form – Part I

This e-learning course outlines the steps for developing a comprehensive quality monitoring evaluation form. It shows the overall process for identifying call performance standards that are objective, measurable and coachable.

Call center management must define every single performance expectation down to specific behaviors that can be identified and measured objectively. This course discusses how to set smart performance goals and develop a balanced system of measures to ensure that positive/negative behaviors are being inspected and recognized appropriately.

Students will learn to:
  • Identify common mistakes made on quality forms and how to avoid them.
  • Align monitoring form objectives with corporate and call center goals.
  • Identify behaviors that are objective and measurable.
  • Organize your form for efficiency and ease of evaluation and reporting.
  • Identify skill sections and behaviors unique to three call center industries: sales, financial services and healthcare.


62 min 3 Modules
The Call Center School Course: Building a Quality Form – Part I
The Call Center School Course: Building a Quality Form – Part I

2

Building a Quality Form – Part II

This e-learning course outlines the steps for developing a section weighting and attribute scoring scheme that prioritizes call behaviors and assigns values according to their alignment with key business drivers.

Having well defined quality criteria is just the beginning of creating an effective performance management tool. The next step is to apply weighting and scoring that promotes essential call behaviors. This course provides various answer and scoring schemes for evaluating your call center’s quality standards.

In addition, we will explore the pros and cons of “auto-fail” and how best to use alternative scoring methods such as bonus points to reward the agents who go above and beyond service expectations. This e-learning also provides suggestions on how to facilitate the discussion with your quality team to come up with the “right” point values for your quality standards.

Students will learn to:
  • Identify the benefits to implementing a scoring methodology to quality evaluation criteria.
  • Apply section-based weighting to emphasize skills groups most important to a call’s success.
  • Identify various scoring schemes and understand the pros and cons of each style.
  • Apply a scoring structure that recognizes skill priorities and awards most important critical behaviors.
  • Validate your quality evaluation criteria and create a project plan for rolling-out your quality program.


75 min 3 Modules
The Call Center School Course: Building a Quality Form – Part II
The Call Center School Course: Building a Quality Form – Part II

3

Defining Call Standards
What a Call Should Sound Like

This e-learning course provides the framework for developing a detailed description of call performance standards necessary for ensuring consistency in the application of quality evaluation criteria to actual call performance.

It’s not just what you say, it’s how you say it. The customer’s overall impression of a call is based not just on the right words, but the overall “feel” of the call which is heavily influenced by vocal techniques and mannerisms. Unfortunately, these vocal elements like voice tone, call control, and demonstrations of emotions like empathy or enthusiasm are harder to define and measure. This course tackles defining these “soft skills” standards to enable more objective and effective call reviews.

Students will learn to:
  • Identify vocal behavior descriptions that are objective and measurable.
  • Describe ways to define vocal delivery elements such as rapport building or call control.
  • Define challenging call standards like voice tone, quality, and empathy.
  • Assemble a coaching session planning guide.
  • Incorporate definitions into a comprehensive Quality Standards document.


68 min 3 Modules
The Call Center School Course: Defining Call Standards
The Call Center School Course: Defining Call Standards

4

Calibration Corner
Best Practices in Calibration and Scoring

This e-learning course outlines best practices for call calibration. It presents the benefits of calibration, how to measure calibration effectiveness, who should participate and how to run a productive calibration session.

Measuring quality through monitoring is an ongoing commitment that requires a calibration plan, a process, and the setting of realistic, attainable calibration goals. This course will help you develop a calibration program that includes all the right people and gives structure to your calibration meetings. It teaches how to set realistic standard deviation goals that will move you toward better calibration among supervisors, quality analysts, and others involved in monitoring and providing agents with call feedback.

Students will learn to:
  • Identify the benefits of quality calibration and standardizing evaluation scores.
  • Describe the components needed for effective calibration meetings.
  • Design an effective quality calibration process.
  • Calculate standard deviation and set realistic deviation goals.
  • List the five critical factors for facilitating a productive calibration meeting.


80 min 3 Modules
The Call Center School Course: Calibration Corner
The Call Center School Course: Calibration Corner

5

Basics of Call Coaching
Techniques for Shaping Call Behaviors

This e-learning course focuses on the best practices of call coaching. It outlines the benefits of regularly scheduled coaching session, how to effectively communicate to ensure frontline staff understanding and buy-in, and techniques for reinforcing desirable behaviors so they will be repeated in future customer interactions.

Call center supervisors and quality coaches have multiple opportunities in a variety of settings and situations to communicate with staff about their call-handling performance.

This course presents a five-step process for effective call coaching.

We begin by an overview of a performance management process and identify where coaching fits into this model. An important part of coaching is reinforcement, and this e-learning reviews the various types of reinforcement and when to use each for best results.

It also teaches three distinct techniques for call coaching, each approach adapting to the needs of the frontline agents according to their level of performance as evaluated in the quality monitoring evaluation.

Students will learn to:
  • Identify the benefits of effective call coaching.
  • Follow a five step performance diagnosis and coaching process.
  • Coach to celebrate great calls by reinforcing behaviors.
  • Coach to clarify on calls where agents almost have it right.
  • Coach to correct poor call performance in a way that encourages agent participation and buy-in.


74 min 3 Modules
The Call Center School Course: Basics of Call Coaching
The Call Center School Course: Basics of Call Coaching

6

Making the Most of Quality Monitoring
Creating a Comprehensive QA Program

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.


58 min 3 Modules
The Call Center School Course: Making the Most of Quality Monitoring
The Call Center School Course: Making the Most of Quality Monitoring

7

Voice of the Customer
Developing Systematic Listening/Feedback

This e-learning course provides guidance for gathering Voice of the Customer information from call center conversations to share with the rest of the organization. The course outlines methodologies for better listening and ways to provide feedback in positive ways.

A call center agent will interact with more customers in a single week than most employees will touch in their entire career. Therefore, who could be better to listen to the customer's input, assimilate it, and feed it back to the rest of the enterprise?

The challenge is to effectively listen to the customer not just about the contact issue at hand, but also product likes/dislikes, wish lists, competitive data, etc. Then it must be collated into useful reports that can be shared with the appropriate departments throughout the enterprise in a way that is accepted and not viewed as "finger pointing" when it is negative.

Using this Voice of the Customer information and acting upon the needs and desires of customers is a critical factor in competitive success.

Students will learn to:
  • Identify benefits of a customer complaint and quantify the immediate and long-term value of a customer interaction.
  • Explore the opportunities to become a conduit for the “voice of the customer” to your entire enterprise.
  • Identify methods to improve your business through quality monitoring.
  • Identify methods that will enable constructive feedback without “finger pointing.”
  • Identify the metrics and measures to put in place to ensure effectiveness as well as efficiency.


95 min 3 Modules
The Call Center School Course: Voice of the Customer
The Call Center School Course: Voice of the Customer

8

Email Quality Monitoring
Writing the Right Way

This e-learning course outlines the essential elements of monitoring your center's written communications to ensure quality. Define email monitoring policies and identify the most common writing mistakes and how to prevent them.

Call centers have evolved into contact centers as frontline staff responds not just to telephone calls but to written communications as well. And just as it's important to monitor telephone calls to ensure quality and services, it's also critical to monitor emails to ensure that written communications get the same attention to quality. This course will take a look at the world of email communications, including customer expectations and their biggest complaints about email correspondence. Learn about elements of an email monitoring policy, monitoring approaches, and the most common writing mistakes to address with those agents handling written communications.

Students will learn to:
  • Define the desirable elements of an email from a customer perspective.
  • Outline the components of an email monitoring policy.
  • Identify what written communications standards need to be defined at a minimum.
  • Describe best practices for use of standard email templates versus customization.
  • Identify the most common business writing mistakes.


54 min 3 Modules
The Call Center School Course: Email Quality Monitoring
The Call Center School Course: Email Quality Monitoring