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Research has shown that there is a direct correlation between call quality and the practice of maintaining a continuous cycle of agent monitoring, coaching, and re-training.  

When quality monitoring programs are well designed and institutionalized, they yield great benefits for customers, enterprises, contact centers and agents.  Put simply, the more invested in monitoring and coaching -- and the Call Center Quality Assurance professionals that perform these critical activities -- the better the service provided to customers.

The Call Center Quality Assurance Training and Certification Series is designed specifically for the specialized training needs of QA analysts and those supervisory professionals and leaders that influence service quality.  In seven targeted sessions, participants will learn best practices in satisfaction auditing, agent monitoring, monitoring form design and calibration, QA tools and technologies, and effective coaching techniques.

Group Training

Don't miss a rare opportunity for your entire QA team to be trained in best practices.

Connect to the RCCSP Professional Education Alliances' presentation of Call Center Quality Assurance Web-Based Certification Series for the price of a single connection.  For one low price, all your in-house quality assurance professionals can hone their skills and learn innovative ways to raise your center's quality of service.

Taught live by leading experts from the RCCSP Professional Education Alliance, and delivered in-house in a virtual classroom at your location, the Call Center Quality Assurance Training Series brings the best the US has to offer in quality assurance techniques directly to leading call centers worldwide.

This US management seminar series will be delivered in English.

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6-part Core Series and 9-part Expanded Series Schedule

Want to join-in a series that's already started? That's not a problem! It is not necessary to attend these seminars in any specific order. When you sign-up for a series that's already underway, we will automatically enroll you in the next series for the sessions you missed!

Building a Quality Monitoring Form:
Designs for Performance Excellence (core program course)

Quality monitoring forms enable supervisors to measure an agent's performance on actual calls against your 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. In this session 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. This session also provides a process model for applying weighting and scoring so you can effectively promote those most critical behaviors.

Seminar attendees will learn to:

  • Align monitoring form objectives with corporate and call center goals.
  • Organize your form for ease of evaluation.
  • 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.

Building a Quality Monitoring Form:
Weighting and Scoring for Improved Call Center Performance (core program course)

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 session, you will learn various answer and scoring schemes to determine the most appropriate in evaluating your call center’s 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.

Seminar attendees will learn to:

  • Identify the benefits to implementing a scoring methodology to quality evaluation criteria.
  • Apply section-based weighting to emphasize skills groups most important to a call’s success.
  • Identify various scoring schemes and understand the pros and cons of each style.
  • Apply a scoring structure that recognizes skill priorities and awards most important critical behaviors.
  • Factor in non-applicable behaviors in the scoring process in order to promote fairness.

Defining Call Standards (core program course)

It’s not just what you say, it’s how you say it. The customer’s overall impression of a call is based not just on the right words, but the overall “feel” of the call which is heavily influenced by vocal techniques and mannerisms. Unfortunately, these vocal elements like voice tone, call control, and demonstrations of emotions like empathy or enthusiasm are harder to define and measure. This session tackles defining these “soft skills” standards to enable more objective and effective call reviews.

Seminar attendees will learn to:

  • Identify vocal behavior descriptions that are objective and measurable.
  • Describe ways to define vocal delivery elements such as rapport building or call control.
  • Define challenging call standards like voice tone, quality, and empathy.
  • Assemble a coaching session planning guide.
  • Incorporate definitions into a comprehensive Quality Standards document.

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Best Practices in Calibration and Scoring (core program course)

Measuring quality through monitoring is an ongoing commitment that requires a calibration plan, a process, and the setting of realistic, attainable calibration percentage goals. It is through the calibration process that you take the necessary steps to standardize your evaluation scores across all your monitoring groups. This session with help you develop a calibration program that includes all the right people and gives structure to your calibration meetings. You will learn to set realistic standard deviation goals that will move you toward better calibration among supervisors, quality analysts and others involved in monitoring and providing agents with call feedback.

Seminar attendees will learn to:

  • Identify the benefits of quality calibration and standardizing evaluation scores.
  • Describe the components needed for effective calibration meetings.
  • Decide who should be participating in your calibration program.
  • Design an effective quality calibration process.
  • Calculate your standard deviation and set realistic deviation goals.
  • List the five critical factors for facilitating a productive calibration meeting.

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Fundamentals of Coaching:
Techniques for Shaping Employee Performance (core program course)

Call center supervisors have multiple opportunities in a variety of settings and situations to communicate with staff about their performance. In this session you'll learn about recommended practices for doing side-by-side coaching for improved performance, including tips on providing both positive and negative feedback. You'll also learn about techniques to use in counseling and formal review sessions. Perfect for call center supervisors or team leaders, this session outlines the step-by-step approach to coach problems employees as well as reward good performers.

Seminar attendees will learn to:

  • Identify the differences between monitoring/coaching and coaching/counseling and when to use each.
  • Describe “best practices” to use in side-by-side coaching, including tips on presenting both positive/negative feedback.
  • Outline the steps of applying various feedback methods and when to use each.
  • Assemble a coaching session planning guide.
  • Identify the steps of a positive discipline plan.

Making the Most of Quality Monitoring:
Create a Comprehensive Quality Monitoring Program (core program course)

This call may be monitored to ensure quality – is one of the most familiar phrases associated with call centers today. Indeed, most business are monitoring calls to ensure the correct message is being delivered. And the majority of centers utilize some sort of automated monitoring system to facilitate the process. In this session, you’ll learn how to align your business practices to make the most of your monitoring efforts. Hear the most common mistakes made when implementing a monitoring program, as well as ideas for ensuring the process will be met with employee acceptance.

Seminar attendees will learn to:

  • Outline the different types of monitoring approaches available today.
  • Identify the most common mistakes in implementing a quality monitoring program.
  • Outline the proven steps for making monitoring a success in any call center.
  • Define processes to ensure consistency and fairness in the monitoring process.
  • Incorporate best practices to leverage quality monitoring to drive performance improvement in the center.

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.Performing a Call Center Satisfaction Audit

While internal performance measures demonstrate how efficiently a call center is using its resources, it’s important to focus on external measures of performance to determine how effectively the call center is using resources to meet customer demands. In this session, we’ll discuss ways to do satisfaction studies with different types of customers. You’ll learn ways to survey them about the call center operation specifically instead of the center being just one of many questions on the company’s overall customer satisfaction questionnaire. The session will outline the steps of planning a successful customer survey project, including what questions to ask and how to analyze and act on results.

Seminar attendees will learn to:

  • Identify the various types of surveys and when to use each one.
  • Describe issues to consider in developing the survey instrument, including how to write good questions.
  • Outline the advantages and disadvantages of various survey administration methods.
  • Describe considerations and calculations to include in the sampling and analysis process.
  • Identify supporting tools and processes to assist in the survey process.
  • Outline ways to communicate the results of your findings to customers, management, and employees.

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Voice of the Customer: Developing a Systematic Listening & Feedback System

A call center agent will interact with more customers in a singe week than most employees will touch in their entire career.  Who better to listen to, assimilate and report the customer's input than the agents?

Acting upon the needs and desires of customers is a factor critical to competitive success.  The challenge for front-line representatives is to gather from each customer, not just facts concerning the issue of the moment, but also product likes and dislikes, suggestions for improvement, and opportunities to become more competitive.  Collecting, aggregating, and reporting customer feedback in useful forms can turn customer data into a gold mine of information to be shared with departments throughout the enterprise.  This session will explore proven techniques and methodologies for maximizing one of the call center's most important contributions: actionable information.

Seminar attendees will learn to:

  • Identify internal call center stakeholders and their information needs.
  • Use the call center as that conduit that delivers the "voice of the customer" to the entire enterprise.
  • Report constructive feedback without the risk of "finger pointing".
  • Implement metrics that measure ensure effectiveness as well as efficiency.

E-mail Quality Monitoring: Writing the Right Way

Call centers have evolved into contact centers as frontline staff respond not just to telephone calls but to written communications as well. And just as it’s important to monitor telephone calls to ensure quality and service, it’s also critical to monitor emails to ensure that your written communications get the same attention to quality. This seminar will take a look at the world of email communications, including customer expectations and their biggest complaints about email correspondence. Learn about elements of an email monitoring policy, monitoring approaches, and the most common writing mistakes to address with those agents handling written communications.

Seminar attendees will learn to:

  • Define the desirable elements of an email from a customer perspective.
  • Outline the components of an email monitoring policy.
  • Identify what written communications standards need to be defined at a minimum.
  • Describe best practices for use of standard email templates versus customization.
  • Identify the most common business writing mistakes.

Who Should Attend

Managers, supervisors, QA specialists and coaches who are responsible for service quality assurance goals and activities in the call center.  The material in this seminar is at an intermediate level.

How to Attend

Access to all seminars in the Quality Assurance Series is provided via an Internet connection and a separate audio (telephone) connection.  Two days prior to each seminar, you will be emailed access instructions for the web portion and the telephone number to call.  You will receive the course slides and handouts in PDF format for printing.  An unlimited number of in-house employees may participate around a single web/audio connection.

Certification

The Mastery in Quality Assurance Certificate examines a candidate's knowledge of material covered in the six core courses of the Quality Assurance seminars series.

The optional Mastery Certificate in Quality Assurance process consists of two parts: attendance in all sessions of the QA Series and a Mastery exam. The exam is web-based, open-book, and must be proctored.  Candidates are to be given 2 hours to complete the 40-question exam and must achieve at least 80 percent accuracy in order to obtain their certificate. Mastery exam administrations may be purchased for $25 each.  The 2-hour examination session at your location must be proctored by an independent leader from your organization.

The Mastery Certificate in Quality Assurance exams are independently scored.  Candidates will be advised of their exam scores within two weeks following the completion of the exam.

Course Instructors

The Quality Assurance Series sessions will be led by faculty of the RCCSP Professional Education Alliance, a horizontal alliance of leading US call center training providers.

Location

A training room at your facility, with an Internet connection, projection unit, projection screen, telephone line and audio amplification capability.

What’s Included

The registration/connection fee includes a single Internet and single telephone connection for each web-based seminar and a course manual master for internal duplication and internal distribution only.

Registration Fees

The fee for this seminar series is $1,500 USD for the entire 6-part series, for an unlimited number of company employees around a single connection.  Mastery Certificate exams for QA Series attendees may be purchased separately at $25 per exam administration.

Payment in advance is required for attendance of the seminar series and exam administration.

To register, click on the "Book Now" button or call (708) 246-0320.

Connection(s) for the Online Self-Study Series
Certification exams (order one for each attendee), $25 each                            

Private Online Certification

Can't make these dates?  Why not schedule a private in-house seminar series on the dates of your choosing?  Any number of your employees may attend each of the seminars around a single web connection (such as in your training room).  The cost of a private seminar series, for a single connection, is $4200.  To schedule dates for your private series, please call (708) 246-0320.


Payment is due prior to the seminar.

Cancellation Policy.  Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $500 USD.  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 credit, less administrative fees of $500 USD, toward any other Resource Center seminar.  In the unlikely event that a seminar must be cancelled, you will be notified at least one week prior to the seminar date.

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