Having well-defined quality criteria is just the beginning of creating an effective performance management tool. The next step is to apply weighting and scoring that promotes essential call behaviors.
In this call center monitoring training course, you will learn various answer and scoring schemes to determine the most appropriate in evaluating your call centers quality standards. In addition, we will explore the pros and cons of auto-fail and how best to use alternative scoring methods such as bonus points to award the agents who go above and beyond service expectations. This session also provides suggestions on how to facilitate the discussion with your quality team to come up with the right point values for your quality standards.
Participants will learn how to:
How to Participate
Use your Internet browser and your telephone to participate. No special software is required. Two days prior the seminar, you will receive an email containing access instructions for the web portion and the telephone number to call. On the day of the seminar you will point your browser to a designated web page for the visual portion of the seminar and dial a toll free number for the audio portion. (Outside of North America you will dial a direct access number.) You will be able to view the seminar presentation, participate in live polling, and ask e-mail questions through your computer. Your telephone will enable you to ask audio questions or comment on points made during the presentation. An unlimited number of students may participate around a single web/audio connection.
The fee for this seminar is $300 per computer connection, for a 90-minute session. Any number of individuals may participate around a single web/audio connection.
Certification Series Discounts
Register securely online with confidence or please call (708) 246-0320.
Payment is due prior to the seminar. If payment is not received, a credit card hold will be required for participation. This card will only be processed if payment has not been received within two weeks following the seminar.
Cancellation Policy. Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund. Cancellations within fourteen days of the seminar start date will be subject to an administrative fee of $150.
In the unlikely event that a seminar must be cancelled, you will be notified at least two weeks prior to the seminar date. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares. As seminars are cancelled for under-enrollment from time to time, we strongly recommend that registrants traveling by air purchase only refundable tickets.
Seminar agenda subject to change. Errors and omissions
in pricing are not accepted.
The Resource Center for Customer Service
PO Box 401, Western Springs, IL 60558
Tel: (708) 246-0320 Fax: (708) 246-0251
Copyright © 2010-2014 Resource
Center for Customer Service Professionals LLC. All rights reserved.
Last modified March 27, 2014