Quality Call Monitoring Certification
Duration
2 Days
Program Objectives
- Understand the Quality Monitoring Life-cycle and process
- Be aware of all Quality Monitoring methods.
- How to develop a Quality Monitoring scoring and evaluation.
Program Tracks
- Hierarchy of Caller Needs
- What is Quality Monitoring?
- Goals of Quality Monitoring
- Monitoring Components
- Major Benefits of Quality Monitoring
- Quality Monitor Road-map
- Methods of Quality Monitoring
- Monitoring (who, when and how).
- Scorecard Form , contents and Measures
- Feedback (who, when, how & types)
- Training & coaching (who, what, when, how)
- Challenge of Quality Monitoring
Delivery Methods
On-Site - Private (Courses that are held at your contact center site and are tailored to your timing and content needs)
In-Person - Public (Courses that announced in our training calendar)
Live Webinar (Courses that are held via state-of-the-art Webinar solution and are tailored to your timing and content needs)
On Demand (Courses that held from the comfort of your own home using state-of-the-art Learning Experience Platform (LXP)
