Quality Call Monitoring

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