Updates to the Quality Assurance Program

[fa icon="calendar"] December 8, 2014 / The Call Center School

We’re happy to announce even more updates to the Quality Assurance program. The new “Making the Most of Quality Monitoring” course will be released on December 15.

Quality Monitoring is often considered as a way to check that agents are doing the right thing on a random sample of customer interactions, however it can deliver much more.

A well-structured Quality Monitoring program allows you to gauge the quality and consistency of customer interactions, and how well agents are adhering to processes and procedures. It helps you develop your agents through positive reinforcement, while simultaneously boosting morale.

Effective Quality Monitoring can also drive business improvements. When the quality standards are aligned with the business goals, agents become more productive, while retaining a focus on customer satisfaction.

Through engaging and interactive content, this course will enable you to:

  • Avoid common Quality Monitoring mistakes.
  • Determine the best way to observe agents interacting with your customers.
  • Decide how often to coach your agents.
  • Utilize techniques to maximize the impact of feedback.
  • Ensure that valuable VOC feedback is properly captured.

We hope you enjoy the course!

Topics: Product Updates

The Call Center School

Written by The Call Center School

Since 2001, The Call Center School has been dedicated to the personal development of contact center individuals. With approximately 20,000 certified graduates from more than 3,000 contact centers worldwide, we are a market leader in the industry. Our expert learning and development team of industry specialists, instructional designers, graphic designers, video journalists, and linguists, ensures that all content is of the highest standard.