The purpose of course is to ensure that the many and varied principles and aspects of successful call handling, sales process, compliance and customer satisfaction are assessed accurately when conducting call quality monitoring. Issues which are impacting on the overall success of the customer interaction and the achievement of the objective of the call must be accurately identified. This involves ensuring that the criteria and process used to assess calls support the overall objectives of the call centre as well as those of the organisation as a whole.

 

A selection of topics include:

 

• Understanding Quality in the Contact Centre                                 
• Understanding the Quality Monitoring process
• Effectively Conducting Quality Monitoring
• Different Types of Performance Monitoring
• Understanding Call Centre Targets and Measures
• Quantitative and Qualitative Key Performance Indicators (KPIs)
• Business Objectives supported by Quality Monitoring
• How to use the Measures and Targets
• Managing Agent Performance
• The Purpose of KPIs and Non-Adherence to These