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Quality Assurance and Customer Experience Measurement Course

Course Outline Register Now
$2,750 January 24, 2018 - January 25, 2018

This two day Classroom course is a series 7 core programs to strengthen your Quality Assurance and Customer Experience Measurement programme. 

Venue: Little Barrier Room, Mercure Hotel, 8 Customs St. East, Auckland New Zealand
Date: 24-25 January 2018, Wednesday – Thursday
Time: NZT 8:30 – 5:00pm.

Quality Monitoring and Assurance plays an integral role in shaping culture and behaviours within contact centres.  All employees will have a tendency to behave according to how they are measured, and as such ensuring that measurement criteria is fully aligned to organisational objectives is absolutely paramount to a successful Quality Assurance and Customer Experience Measurement programme.

The cost to attend this 2-day training course is $2,750 (+GST NZ only) per person. The seminar fee includes a workbook, references, and all meals and refreshments.

All attendees who pass the Mastery test at the end of the course will receive a certificate.

Register below and pay online to secure your place.

Modules covered:

  • Building a Quality Monitoring Form – Part 1
  • Building a Quality Monitoring Form – Part 2
  • Defining Call Standards: What a Call Should Sound Like
  • Calibration Corner: Best Practices in Calibration and Scoring
  • Basics of Call Coaching: Techniques for Shaping Call Behaviors
  • Voice of the Customer: Developing a Systematic Listening/Feedback System
  • Making the Most of QM: Optimising Monitoring/Recording Technology
  • Satisfaction Guaranteed: Performing a Call Center Satisfaction Audit

Quality Assurance Elective:

  • Email and Chat Quality Monitoring: Writing and Chatting the Right Way

If interested in these electives, please don’t hesitate to send an email to [email protected]

 

 


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Tickets

Quality Assurance Classroom Course$2,750.00