Quality Assurance for Contact Centres Feb 2022
There is certainly no shortage of metrics available to measure quantitative performance in a contact centre – from the number of phone calls, wait times, adherence, occupancy and so on there are literally hundreds of different metrics to choose from.
But when it comes to measuring quality in the contact centre it’s where things really get tough.
What is the standard greeting? Is a scoring mechanism of 1 to 5 or 1 to 10 better? Are we trying to achieve a fast and efficient service or provide a friendly service? If we don’t ID the customer is that an automatic fail? How do I know the level of quality my workforce is performing? How do we improve the quality of our customer service?
Having a robust QA framework for your Contact Centre is the answer to all these questions and so much more.
This Contact Centre Quality Assurance Training February 2022 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 theoretical course.
Participants will be required to work through a number of logical ‘steps’ including setting a Service Vision, selecting & defining Quality standards, establishing an internal measurement logic, designing Quality Assurance reports and communicating outcomes.
The Participant Guide for this course is extensive and contains almost 50 pages of samples of Quality Standard definitions, Monitoring Forms, Design Checklists and more to help you with your own unique Quality Assurance Program.
The February 2022 Quality Assurance for Contact Centres course is held over two consecutive days with each online ZOOM session approximately 4 hours in duration (there are breaks included throughout the sessions as well to aid with learning and attend to personal matters).
- Session 1 – Tuesday 8th February 2022, 13:00 to 17:00 AEDT (Melbourne)
- Session 2 – Wednesday 9th February 2022 13:00 to 17:00 AEDT (Melbourne)
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