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LEARNING RESOURCES:
LEARNER GUIDE
RECOMMENDED DURATION:
1 DAY
This tool will enable you to effectively evaluate agent performance and improve customer service with the following key outcomes:
Do you want to influence performance and improve customer satisfaction?
HAVE YOU BEEN DOING QUALITY MONITORING WITH LITTLE IMPACT?
HAS YOUR ROLE IN QUALITY ASSURANCE BECOME SIMPLY A BASIC CHECKLIST?
ARE YOU TIRED OF NAGGING COLLEAGUES WHO QUESTION THE VALUE OF QUALITY ASSURANCE?
If you answered yes
to any one or more of these questions
then join us for the Call Calibration workshop and make every ‘moment of truth’ count.
Quality Assurance and monitoring is an essential success factor of the Contact Centre. This training workshop will introduce calibration as a tool to build consistency into the Quality Assurance (QA) programme of your organisation.
Explain the purpose of Quality Assurance, Call Monitoring and Calibration within your Contact Centre
Define calibration and understand the benefits
Identify which calls should be Calibrated
Understand and apply the call calibration process
Let us help you get there
