- Introduction to Quality Assurance
- Creating a QA Strategy
- Positive Culture, Behaviors and Definitions
-
Quality Assessment Forms:
- Structure,
- Scoring & Weighting
- Measures and Calibration
- Service vs Compliance
- Call Monitoring Process
- Evaluation Frequency
- Art of Coaching
- Feedback
- Time Management
- Discussion: How many calls, Coaching process
- Reward and Recognition Methods
- Technology
- 3rd Party Options
- Conclusion
BenchmarkPortal is a global leader in the contact center industry, providing benchmarking, certification, consulting, training & industry reports. BenchmarkPortal’s mission is to help contact centers reach peak performance in operational effectiveness and efficiency so that the centers will realize increased levels of agent and customer loyalty while containing costs and building enterprise value.
August 12, 2014
Last Online Quality Assurance Training of the Year Aug. 27-29,2014! Don't miss this opportunity!!!
The call center quality assurance 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 Quality Assurance Workshop provides participants
with an understanding of the elements that are crucial for building an
effective and efficient program that meets the strategic needs of the
organization. Those goals and/or needs may be focused on Cost, Service,
Sales or Marketing.
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