Call Center Quality Assurance Certification Training Course
Available from BenchmarkPortal , LLC
The QA and Monitoring Workshop will provide participants with an understanding of the elements that are crucial in building a well- planned program that meets the strategic needs of the organization. Those goals and/or needs may be: Cost Oriented, Service Oriented, Sales Oriented or Market Oriented.
Participants will gain an understanding of the specific requirements to build a "best in class" quality monitoring and assessment process - how to build the monitoring and quality assessment program to meet the needs of the enterprise, the center, the agents and the callers to the center. We start with the identification of the agent behaviors that will provide an excellent customer experience, i.e., reduce the customer effort to solve their problem, answer their question and drive loyalty. From this knowledge comes the development of the assessment processes, form for assessment and the scoring metrics that will measure the result. We will address the issues of calibration of the assessment and scoring processes, and how to deliver appropriate recognition and reward for the stakeholders of the process. This workshop will provide real- life example and exercises using your strategic imperatives to assess your current program, make adjustments or develop an entirely new program that meets the needs of all stakeholders.