Call Centre Quality Assurance Course (Offline)

A 2 day training that enable participants gain an understanding of the specific requirements necessary to build a “best-in-class” quality monitoring and assessment process. This approach is designed to meet the needs of the enterprise, the centre, the agents and the callers. Participants will identify those agent behaviours that provide an excellent customer experience, i.e., reduce the customer effort to solve their problem, answer their question and drive loyalty. From this knowledge comes the development of the assessment processes, form for assessment and the scoring metrics that will measure the result.

Modules include:

QA induction Module

Feedback Methodology 

Soft Skill Training

Preparing Scorecards 

Call Monitoring and Evaluation 

SCORING Methodology 

Calibration 

Training Needs Identification (TNI)

Reports and Analytics 

Outlier Program 

Knowledge Management 

DipStick/Fastest finger First

Gemba walks

Gamification

Rewards and Recognition