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The College of Call Center Excellence

Call Center Quality Assurance Certification - Live Online

Live Online

$599.00

  • Date:Wednesday, September 5, 2012 - Friday, September 7, 2012
  • Location:

    Live Online

3 - Days - 2 Hour Sessions
10am - 12pm PT
11am - 1pm MT
12pm - 2pm CT
1pm - 3pm ET

Includes course, and a call center benchmarking survey/report with a follow-up web-ex style presentation of your benchmarking results.

 

BenchmarkPortal offers one of the most highly regarded Certification programs in the country, led by the industry's top-rated instructors, with over 150 years combined experience. These courses will equip you with the skill set you need to improve your center's performance. You will be able to return to your business and drive effective change for your contact center  and use best practice methods validated by BenchmarkPortal.

 

The call center quality assurance training workshop is designed to meet the needs of the Director, Manager or Quality Analyst responsible for delivering a "best-in-class" quality monitoring and coaching program. Attendees will leave with the framework for their center ready for implementation. The quality assurance workshop will provide participants with an understanding of the crucial elements in building an effective and efficient program that meets the strategic needs of the organization. Those goals and/or needs may be focused on Cost, Service, Sales or Marketing.

Participants will gain an understanding of the specific requirements necessary to build a "best-in-class" quality monitoring and assessment process. This approach is designed to meet the needs of the enterprise, the center, the agents and the callers. Participants will identify those agent behaviors that provide an excellent customer experience, i.e., reduce the customer effort to solve their problem, answer their question and drive loyalty. From this knowledge comes the development of the assessment processes, form for assessment and the scoring metrics that will measure the result.

Participants will explore the issues relating to calibration of the assessment and scoring processes, and how to deliver appropriate recognition and reward for those involved in the process. This workshop will provide real-life example and exercises that will allow participants to assess the current programs, make adjustments or develop an entirely new program that meets the needs of all stakeholders.

 

$599.00

General Course / Workshop Information

Course Curriculium: 

Quality Assurance Certification Curriculum

Participants will gain an understanding of the specific requirements necessary to develop a "best- in-class" quality monitoring and assessment process. The first step is building a “quality focused culture.” We will discuss how to do this in your organization and use real cases to discuss other companies successes. Attendees will leave with a plan and the next steps to achieving a “quality focused culture.”

The next steps are:

  • Identify the attributes which will lead to the desired outcomes for each call
  • Identify and separate the experience and compliance attributes that are required
  • Develop the foundational definitions document

We will review examples of possible attributes to be used in the evaluation process. We will answer the question: Which attributes lead to a great caller experience. What are the attributes required for compliance to regulatory constraints or organizational process and procedural requirements?

Participants will learn how to build the monitoring and quality assessment program to meet the needs of the enterprise, the center, the agents and the callers. Participants will identify those agent behaviors that provide an excellent customer experience, i.e., reduce the customer effort to solve their problem, answer their question and drive loyalty. From this knowledge comes the development of the assessment processes, the form for assessment and the scoring metrics that will measure the result.

Participants will learn about calibration of the assessment and scoring processes. Once we are calibrated, evaluating calls is the next big step in how to deliver appropriate recognition and reward for the stakeholders of the process. We will share success stories of other organizations’ recognition programs.

This workshop will provide real-life example and exercises using strategic imperatives to assess the current program, make adjustments or develop an entirely new program that meets the needs of all stakeholders.

  • Introduction to Quality Assurance
  • Creating a QA Strategy
  • Positive Culture, Behaviors and Definitions
  • Quality Assessment Forms:
    • Structure,
    • Scoring & Weighting
    • Measures and Calibration
  • Service vs Compliance
  • Call Monitoring Process
  • Evaluation Frequency
  • Art of Coaching
  • Feedback
  • Time Management
  • Discussion: How many calls, Coaching process
  • Reward and Recognition Methods
  • Technology
  • 3rd Party Options
  • Conclusion
Course Testimonials: 

Quality Assurance Testimonials

"I am a Quality Assurance Specialist and I felt like the presentation and the way the information was presented was in a unique manner. Although it was a conference via web and phone, everyone was still involved and Dayne, our training facilitator welcomed discussion. She was very encouraging and she made us really think about our processes from a company's perspective. As I mentioned above, I would definitely recommend BenchmarkPortal's again because the training was very informative and the training curriculum that was covered was also in detail and precise."
Preya Rampertab, Quality Assurance Specialist, Contact Centers of America. - January 2013

"It was an exceptionally fulfilling experience! Learning new approaches, sharing ours, clarifying/validating the best practices we employ and networking in an open, engaging and interactive environment."
Tawyna Lizama, Quality of Service Manager, Belize Telemedia, LTD.

"I was especially excited for our Company to invest in the Quality Assurance Specialists to become certified in the area that is very important to our Customer Care Center. The price was affordable and the timing was accommodating. After the first session, we sat together with our manager and talked about our first day experience and what we learned. The information provided was organized and flowed well and the feeling was unanimous that this course was well worth the resources spent for us to attend. All three of us took ideas and examples from the course that we will use in our monitoring and providing feedback for our customer service reps."
Live Online Attendee - 2012

"This is a very good course for beginners and experienced quality assurance professionals. It reinforces and re-orients individuals to the basic fundamentals that must be in place as well as additional options, ideas, tools and methods to consider employing. Thanks again for a very informative and interactive training session. I Really enjoyed it and found it very helpful with some of the changes we are in the midst of making in our program."
Mindy Lamb, Call Quality Director, Cigna

"I attended BenchmarkPortal's training at Purdue University in 1997 as a manager of a utility call center. It was excellenct! Given the opportunity to attend again in 2012 (15 years later), I seized the opportunity. It was excellent again!"
Judy Blair, Director, Dayton Power & Light

"Being in class with QA professionals from other companies and learning from their best practices was very beneficial."
Esa Jones, Growth Specialist, Citizens Energy Group

    

"This training far exceeded my expectations. I am a visual learner. I like the interaction and hands on experience. The trainer was really engaged and cared about the growth of our positions and what we will gather from this program and take back to our employees." 

Call Center Campus Attendee - Video Testimonial

"One thing that I will remember is that the participation was absolutely phenomenal in this class. The style of learning was participation and hands on. I learned from the teacher and from the participants in the group."
Call Center Campus Attendee - Video Testimonial

"We are very pleased with the training based on the feedback from Leanne regarding the first 2 sessions she had last week. We are expecting that she will have a lot of learning which she can apply to her projects as the QA Supervisor of our team."
Lorena C. Biclar | Assistant Manager-Customer Service | Power Transmission Solutions, Emerson Industrial Automation

"This workshop gave me a variety of best practices and ideas that I can take back to my company to improve our processes."
​Quality Assurance Live Online Attendee

"This course provided my company with valuable insight in how to better our service."
José R. Moran Callmax Domincana

American Family Insurance Desjardins Cards Services Delta Dental of California
State of North Carolina Hewlett Packard Columbia Sportswear
Redbox Sirius XM Egis Projects Canada
IBM State of Georgia Pitney Bowes
Bright Horizons Safe Auto State of Michigan
Booz Allen Hamilton McKesson Bank of America
Sierra Health Boeing Medtronic
Verizon John Deere AT&T
Perrier Urban Outfitters Nestle
Chicos FAS Inc Edfinancial Cisco
AAA Clubs Harris Bank Nationwide
Hilton Fujitsu Cablevision
Choice Hotels Ride UTA GAF
University of Michigan Hyatt Mazda
3M PLATO Learning TD Ameritrade
Principal Financial Group Williamson-Dickie Mfg. Co. Georgia Perimeter College
Veterans Administration Health Resource Center National Government Services/WellPoint Egis Projects Canada Inc.
Atlantis Resort & Casino George Mason University Employees Retirement System of TX
KPMG Citizens Energy Group Emaratech
Capital Market Authority, CMA Nutri-Health Supplements Oxford Properties Group
Gift Certificates.com Royal Credit Union SXC Health Solutions
BroadStar Albridge Solutions RCI
Verifone Metro Credit Union VistaPrint
Forethought Life Insurance Company Indianapolis Power & Light Viracor-IBT Laboratories
Dayton Power & Light Motion Picture & Television Fund Department of Treasury
Groupon Cigna Roche
NorthWestern Mutual Smith Haynes & Watson United Healthcare
Herbalife United States Coast Guard Security Assistance Corporation
Symcor Portico Benefits NIPSCO

 

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"Becoming a Call Center of Excellence can be a game changer for businesses. Fighting to keep customers in today’s economy is paramount to most companies and the Center of Excellence distinction has helped drive us to that end result. Going through this process yearly continues to challenge us to improve processes and service levels. The detailed process that BenchmarkPortal provides in comparing our data with a large peer group is unparalleled. At the end, you have a clear roadmap of what is working well and what needs focus and attention for improvement. Because of this, we have been able to develop plans each year to drive better results and better customer experiences. This, coupled with a knowledgeable staff, helps us to close the gaps and continue to achieve excellence in every area. Every call center out there should be doing this benchmarking process; we are proof that it works."
Angela Ballantine, Director, Customer Care, ARAG GROUP