Call Center Online Training Course
Quality Monitoring Forms:Weighting and Scoring
Self-paced, self-study online training sessions, $300
Volume and series discounts available .
Dates, Locations and Registration


Overview

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 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.

Participants will learn how 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.

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.

Registration Fees

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 one of seven seminars included in the Call Center Quality Assurance Web-based Certification Series. Learn more about it .

Register securely online with confidence or please call (708) 246-0320.

Seminar Schedule
Quality Monitoring Form II Self-Study Online

Click here to see the entire seminars calendar, dates & locations.


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.

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The Resource Center for Customer Service Professionals LLC
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