Quality Call Monitoring Certification

Quality Call Monitoring Certification


2 Days

Program Objectives

  • Understand the Quality Monitoring Life-cycle and process
  • Be aware of all Quality Monitoring methods.
  • How to develop a Quality Monitoring scoring and evaluation.

Program Content

  • Hierarchy of Caller Needs
  • What is Quality Monitoring?
  • Goals of Quality Monitoring
  • Monitoring Components
  • Major Benefits of Quality Monitoring
  • Quality Monitor Road-map
  • Methods of Quality Monitoring
  • Monitoring (who, when and how).
  • Scorecard Form , contents and Measures
  • Feedback (who, when, how & types)
  • Training & coaching (who, what, when, how)
  • Challenge of Quality Monitoring

Delivery Methods: 

On-Site - Private (Courses that are held at your contact center site and are tailored to your timing and content needs)                    

In-Person - Public (Courses that announced in our training calendar)         

Live Webinar (Courses that are held via state-of-the-art Webinar solution and are tailored to your timing and content needs)                 

On Demand (Courses that held from the comfort of your own home using state-of-the-art Learning Experience Platform (LXP)