| Call Center Online Training Course Designing a Quality Monitoring Form 1-½ hour instructor-led online training course, $300 Volumes and series discounts available  |
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Overview
In this call center online training course you'll learn how to create an objective monitoring form that allows supervisors and quality analysts to evaluate behaviors necessary for a successful customer interaction. Quality monitoring forms enable supervisors to measure an agent's performance on actual calls against their performance standards. Having an effective monitoring form can make the difference between having data that allows you to objectively evaluate agent skills and data that is irrelevant and subjective. In addition, a good evaluation form lets agents know what is expected of them throughout the call. This course also provides a process model for applying weighting and scoring so you can effectively promote the most critical behaviors.
Participants will learn how to:
- Organize your form for ease of evaluation.
- Align monitoring form objectives with corporate and call center goals.
- Identify critical behaviors that are objective and measurable.
- Identify data elements needed for effective skill gap and trend analysis reporting.
- Apply weighting and scoring schemes to emphasize agent skills and knowledge that are most important.
- Create an evaluation standard document that provides a detailed description of each evaluation criterion.
Participating Procedure
Use your Internet browser and your telephone to participate. No special software 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.
Volume Discounts
- Purchase 5 or more connections for any Call Center Online Training courses (mix and match) for only $270 each.
- Purchase 10 or more connections for any Call Center Online Training courses (mix and match) for only $245 each.
Certification Series Discounts
This seminar is included in the following certification series. To learn more about the series, or to purchase one connection for the entire series, follow the 'click here' link below.
| 5-part Call Center Quality Assurance Web-Based Training Series | $1,375 |  |
To register, click on the "Book Now" button or please call (708) 246-0320
Seminar Schedule
| Feb 6, '09 | 10:00 am CST | Web Seminar | |
| July 31, '09 | 10:00 am CST | Web Seminar | |
| Oct 16, '09 | 1:00 pm CST | Web Seminar |
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Payment is due prior to the seminar, including payment on purchase orders. 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 conference.
Cancellation Policy. Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $125. Or, you may transfer your registration to another member of your company at no additional charge. Registrants cancelling within fourteen days of the seminar will receive training credit, less administrative fees of $125 toward any other Resource Center seminar. There will be no refunds or credits for non-attendance.
Agenda, course dates, and locations are subject to
change.
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