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The College of Call Center Excellence

Quality Assurance Certification

Call Center Quality Assurance TrainingCall Center Quality Assurance Training

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.


Live Online:Take 10% off - Register 1 Month Before Course

(Discount code shown on the course page, if it is no longer there, then it has expired)

QA Live Online - Feb 3 - 5, 2016


  • Date:Feb 3 - 5, 2016
  • Location:

    Live Online - Via Web Meeting
    3-Days, 2 1/2-Hours Each Day
    During your time zone listed below
    11:00am - 1:30pm PT
    12:00pm - 2:30pm MT
    1:00pm - 3:30pm CT
    2:00pm - 4:30pm ET

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New Orleans, LA - Apr 19 - 22, 2016


  • Date:Apr 19 - 22, 2016
  • Location:

    Harrah's New Orleans Hotel
    228 Poydras St
    New Orleans, LA 70130
    View Map

More Info

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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."