Quality

A solid quality assurance program, objective quality forms and effective coaching methods are the keys to a customer call centre’s success.

Our quality training sessions cover best industry practices, the design and optimization of quality forms and proven coaching and feedback techniques. A certification may be added to each training program upon participants successfully completing an exam. It is the opportunity to highlight the excellence of their work and value their efforts.

 

Our training programs are:

  • Prise de contact Given at your
    organization
  • Disponibles en anglais Available
    in french
  • Jusqu'à 10 participants Up to 10
    participants
Q1

Quality management: best practices
  • Durée du module Quality management: best practices 75 minutes
  • Prix du module Quality management: best practices $100 / resource

Quality management is a never ending activity that will provide precise analytical data on the level of service provided to offer to your customers.

Discover the best practices towards efficiently maximizing your processes towards customer satisfaction.
Proper use of evaluation forms, frequency of evaluation, calibration, and results management and strategy assessment for future campaigns will be discussed in this session.

Register to our training
Q2

Coaching: a priority for contact centres
  • Durée du module Coaching: a priority for contact centres 75 minutes
  • Prix du module Coaching: a priority for contact centres $100 / resource

Your agents are the voice of your business. Learn how to implement structure along with the necessary processes through a proper coaching strategy. Discover how to implement winning strategies for any obstacles that you may encounter.

Develop a more efficient agent with a human touch that will be able to provide maximum service through consistent coaching.

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Q3

Building objective and efficient evaluation forms
  • Durée du module Building objective and efficient evaluation forms 75 minutes
  • Prix du module Building objective and efficient evaluation forms $100 / resource

Build evaluation forms that allow for clear measuring of the key components of any call and see the immediate change in your agent performance. Explore the different methods and criteria available towards creation of an evaluation form that will be easy to use as an evaluator and enriching towards your agents.

By the end of the session, you will have created a personalized evaluation form that is aligned to the goals of your contact center.

Register to our training