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

Quality Assurance

Call center outsiders may be surprised what happens behind the scenes when they hear the common phrase, “Your call may be monitored for quality and training purposes”. We understand that comprehensive training, consistent monitoring, and coaching are required to ensure the quality of every single customer interaction. The Call Center School’s Quality Assurance program also includes topics on 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.


5 hrs 5 Courses 30 Modules Interactive
1

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.


57 min 7 Modules Interactive
The Call Center School Course: Building a Quality Monitoring Form
The Call Center School Course: Building a Quality Monitoring Form

2

Calibration for Consistency
Best Practices in Calibration and Scoring

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.


51 min 6 Modules Interactive
The Call Center School Course: Calibration for Consistency
The Call Center School Course: Calibration for Consistency

3

Basics of Coaching
Techniques for Shaping Call Behaviors

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.
  • To diagnose performance problems using the “Don’t, Can’t, Won’t” model.
  • 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.


66 min 8 Modules Interactive
The Call Center School Course: Basics of Coaching
The Call Center School Course: Basics of Coaching

4

Voice of the Customer
Constructing and analyzing Voice of the Customer surveys and feedback

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.




72 min 6 Modules Interactive
The Call Center School Course: Voice of the Customer
The Call Center School Course: Voice of the Customer

5

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.


56 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