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.  

For a call center to be successful, it is essential that it captures and evaluates how well call center agents adhere to internal policies and procedures and interact with customers in phone, email and chat communications. 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 five 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.

Don't miss this one-time opportunity to hone your QA skills and expertise, and to network and share real-world experiences with other call center quality professionals.  Taught live by leading experts from the RCCSP Professional Education Alliance, and presented virtually in a classroom near you, the Call Center Quality Assurance Training and Certification Series brings the best the US has to offer in quality management techniques directly to Guatemala City.  The classroom program includes post-session Question and Answer segments and reviews of practice exam questions.

Can't make it to Guatemala City?  Then learn more about in-house training options.  Tune-in over the internet, and train your entire supervisory team!  Learn more below.

This US management seminar series will be delivered in English.

Series Schedule

Thursday, August 27, 2009 -- 2:00-4:00 PM

Building a Quality Form: Designs for Performance Excellence

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.

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Thursday, September 3, 2009 -- 2:00-4:00 PM

Best Practices in Calibration and Scoring

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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Thursday, September 10, 2009 -- 2:00-4:00 PM

Fundamentals of Coaching: Techniques for Shaping Employee Performance

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.

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Thursday, October 1, 2009 -- 2:00-4:00 PM

Making the Most of Quality Monitoring Systems:
Optimizing Monitoring and Recording Technology

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 about the latest features of quality monitoring systems, as well as benefits of using one and the likely ROI to be realized. Hear the most common mistakes made when implementing a monitoring system, 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 systems available today.
• Describe some of the latest advancements in technology from the quality monitoring vendors.
• 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 performance standards to ensure consistency and fairness in the monitoring process.

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Thursday, October 15, 2009 -- 2:00-4:00 PM

Satisfaction Guaranteed: 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.

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.

Certification

The Call Center Quality Assurance Certification process consists of two parts: attendance in all five sessions of the QA Series and a certification exam. The exam is web-based and open-book.  Candidates are given 2 hours to complete the 40-question exam and must achieve at least 80 percent accuracy in order to obtain certification.  

The Call Center Quality Assurance Certification exams are independently scored.  Candidates will be advised of their exam scores within two week following the completion of the exam.

Classroom Location

This US contact center certification series is being hosted by


official member of the
RCCSP Caribbean and Latin America Channel Network

To be Announced

Seminar Start and Stop Times

Classes begin promptly at 2:00 PM and end at 4:00 PM Guatemala time each day (3 -5 PM CST). Participants are strongly encouraged to arrive by 1:45 PM each class day to register and network with fellow attendees.

Classroom Registration Fees and Discounts

The per student registration fee for this seminar is $750 USD for the entire series of five seminars.  Previous attendees of the Resource Center's Call Center Supervisor Training and Certification Series may attend this Quality Assurance series for a special reduced price of $595 USD, and will not be required to attend the Fundamentals of Coaching to be eligible for the certification exam.

What’s Included

The registration fee includes participation in the classroom seminars, all training materials, self-study practice examination questions, and CQAP certification examination fees and certificate.

Early-Registration Discounts:

• $495 for paid registrations received by July 27
• $695 for paid registrations received by August 10

Company Group Discounts

• 10% discount for companies registering 3 or more participants. (Enter three separate registrations, one for each person.  Use promotional code "Group Discount" on all three.  Group attendees must be employees of the same company.)

Payment in advance is required for attendance. The registration deadline  for this course is August 21, 2009.

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

Per student registration fee for the 5-session series, August 27-October 15, 2009	$750 USD $495 USD
Per student registration fee for the 4-session series, August 27-October 15, 2009 (available to previous attendees of the Supervision Series only)	$595 USD

Private In-House Training Options

If facilitated classroom sessions are not available in your area, join the class from your own company training room. A private connection can be an economical alternative for call centers with five or more professionals to be trained in one location.

What's included:

The registration fee includes 5 1½-hr. web-based training seminars and all training materials.

In-House Registration and Fees

Train all of your company's quality professionals for one low price of $1375. Fees for the CQAP certification exam are $25 per person.

Click HERE to register for a private in-house connection to the Call Center Quality Assurance Certification Fall 2009 Series.

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 $150 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 $150, 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. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares.