The call center quality assurance training workshop is designed to meet the needs of the Director, Manager or Quality Analyst responsible for delivering a “best-in-class” quality monitoring and coaching program. Attendees will leave with the framework for their center ready for implementation. The quality assurance workshop will provide participants with an understanding of the crucial elements in building an effective and efficient program that meets the strategic needs of the organization. Those goals and/or needs may be focused on Cost, Service, Sales or Marketing.

Participants will gain an understanding of the requirements necessary to build a “best-in-class” quality monitoring and assessment process. BenchmarkPortal’s approach is designed to meet the needs of the enterprise, the center, the agents and the callers. Participants will learn to identify the agent behaviors that constitute an excellent customer experience. These behaviors will reduce the amount of effort it takes for customers to solve their problems and to have their questions answered satisfactorily, thus driving loyalty to the enterprise. From this knowledge comes the development of the assessment processes, the form for assessment and the scoring metrics that will measure the result.

Participants will explore the issues relating to calibration of the assessment and scoring processes, and they will learn how to deliver appropriate recognition and reward for those involved in the process. This workshop will provide real-life example and exercises that will allow participants to assess the current programs, make adjustments or develop an entirely new program that meets the needs of all stakeholders.