Call Center Quality Assurance Certification Training - BenchmarkPortal

The Quality Assurance call center training workshop is designed to meet the needs of the Director, Manager or Quality Analyst responsible for delivering a "best in class" quality monitoring and coaching program. Attendees will leave with the framework for their center ready for implementation. 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.

One of the main things that separates our call center training from others is that we use benchmarking to demonstrate our best practices and training. BenchmarkPortal has the world's largest database of call center metrics and all of our students participate in our call center benchmarking survey as part of this course. This complimentary call center benchmarking report and Web-ex style presentation of your benchmarking results provides your company with a snapshot of the call center vs. industry peers. No other call center training can offer this type of information.

Call Center Quality Assurance Certification Training Course Agenda

Introduction to Quality Assurance
Creating a Quality Assurance Strategy
Positive Culture, Behaviors and Definitions
Quality Assessment Forms:
Structure
Scoring & Weighting
Measures & Calibration
Service vs. Compliance
Call Monitoring Process
Evaluation Frequency
Art of Coaching
Feedback
Time Management
Discussion - How Many Call, Coaching Process
Reward & Recognition Methods
Technology
3rd Party Options
Conclusion