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Provided by: Contacts Plus Quality calibration and call monitoringBusiness and Management Skills |
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Certificate Program
Provided by Contacts Plus
Call Centre supervisors are constantly looking to improve employee performance. In Quality calibration and Call Monitoring, you will learn how to acquire and analyze performance through use of standardized measurements and side-by-side monitoring. You will also learn how to establish quality standards, implement and administer a quality evaluation system, and link the Quality calibration and Call Monitoring program with the coaching process.
Key Learning Objective and Outcomes:
By the end of this program, participants will have been able to:
Score Calls.
Understand objective measurement.
Clarify Objective and Impartial Feedback.
Understand the basics of recording and assessment of live data.
Prepare real time data.
Using web based access.
Produce tailored reports in seconds.
Create multi lingual research team
Target Audience:
Call Center, and Quality Assurance managers and supervisors
Related Jobs or Careers: Call Center, and Quality Assurance managers and supervisors
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Quality calibration and call monitoring
Call monitoring and coaching.
Call recording.
Call monitoring, scoring and evaluating.
Agent coaching.
The emerging model.
Call evaluation outsourcing.
ROI consideration.
Quality monitoring solution providers.
Call recording.
Call monitoring, scoring and evaluating.
Agent coaching.
The emerging model.
Call evaluation outsourcing.
ROI consideration.
Quality monitoring solution providers.
About The Training Provider: Contacts Plus
Contacts Plus - Contacts Plus is a young -spirited organization in Egypt with an ultimate goal to serve the Middle East North Africa (MENA) and Gulf Regions markets.
Since it was established in 2004, the company has adopted a strategic vision of deploying & applying the World Best Practices methodologies and Models in the Arab world.
Our edge is to integrate and harmonize the three business pillars:...
