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LEARNING RESOURCES:
LEARNER GUIDE
RECOMMENDED DURATION:
2 DAYS
These are the 5 key focus areas that you need to understand to advance your career and deliver high quality service to your customers:
Is it time to advance your career in the Contact Centre space? Did you know that facilitating and delivering high quality service is a way to do so?
HAVE YOU CONSIDERED MOVING INTO QUALITY ASSURANCE?
ARE YOU TIRED OF NAGGING CUSTOMERS, BECAUSE STANDARDS ARE NOT BEING MET?
DO YOU WANT TO INFLUENCE CHANGE IN AGENT BEHAVIOUR AND IMPROVE CUSTOMER SATISFACTION?
DO YOU KNOW HOW YOUR COACHING PREFERENCES IMPACTS YOUR COACHEES’?
If you answered yes
to any one or more of these questions then join us for the Quality Assurance workshop and kickstart your career advancement.
This training workshop will address the aspect of quality, the principles of quality management, as well as the quality measures associated with effective management specific to the Contact Centre environment.
Understand the history, definition and principles of Quality Management in Contact Centres
Understand the importance of planning to make appointments
Discuss the business perspectives on quality by looking at the benefits, cost and return on investment of quality management systems
Know how to implement a quality assurance programme
Let us help you get there
