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Quality Assurance for Contact Centres (August 2021)
How to design and build a QA framework for a contact centre
An effective Contact Centre Quality Assurance Program drives a variety of strategic objectives including an enhanced Customer Experience, better Frontline Engagement, empowered Team Leaders, improved Training curriculums and ongoing innovation in Quality standards.
The reality is quite simple – a weak or non-existent Quality Assurance Program results in weak or poor service.
Fortunately, it works the other way – strong customer service flows from a strong Quality Assurance program.
Some people think that Quality Assurance means auditing service for improvement. But the process begins way before auditing begins.
It begins with understanding a culture of service, how to put together a strong Customer Service Vision and develop clear standards and provide for continuous measurement & improvement through strong a strong VOC framework.
Developed over 30 years and used in thousands of contact centres across the world, this Quality Assurance for Contact Centres August 2021 online course provides an incredibly structured approach to designing, implementing and continuously improving an effective Quality Assurance Program – whether your program is already in place or is brand new.
This is not a tick and flick course! You will gain the skills to design your own Quality Assurance program in the contact centre that is used to drive real quality improvements.
And don’t mistake Quality Assurance for being just about compliance – we are talking real quality here like rapport building, engagement, resolutions and so on.
If you’re serious about driving quality in your contact centre this is one course you don’t want to miss.
The course is delivered online via ZOOM over 4 x 4-hour sessions:
- Session 1 – Tuesday 3rd August, 2021 13:00 to 17:00 AEST
- Session 2 – Wednesday 4th August, 2021 13:00 to 17:00 AEST
- Session 3 – Thursday 5th August, 2021 13:00 to 17:00 AEST
- Session 4 – Friday 6th August, 2021 13:00 to 17:00 AEST
Note this is not a theoretical course – you will be armed with the skills to implement or optimise a Quality Assurance program to improve quality in your contact centre.
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