Certified Call Center Quality Assurance

Participants will gain an understanding of the specific requirements necessary to build a “best-in-class” quality monitoring and assessment process. This approach is designed to meet the needs of the enterprise, the center, the agents and the callers. Participants will identify those agent behaviors that 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.

Participants will explore the issues relating to calibration of the assessment and scoring processes, and how to deliver appropriate recognition and reward for those involved in the process. This workshop will provide real-life example and exercises that will allow participants to assess the current programs, make adjustments or develop an entirely new program that meets the needs of all stakeholders.

•            Creating a Quality Assurance Strategy

•            Positive Culture, Behaviors and Definitions

•            Quality Assessment Forms

•            Service vs. Compliance

•            Call Monitoring Process

•            Art of Coaching

•            Feedback

•            Time Management

•            Reward & Recognition Methods

•            Technology