Contact Center Training

Quality Assurance Certification 

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.

Call Center Training – Quality Assurance Certification Agenda:


  •  Creating a Quality Assurance Strategy
  • Positive Culture, Behaviors and Definitions
  • Quality Assessment Forms
  • Service vs. Compliance
  • Call Monitoring Process
  • Evaluation Frequency
  • Art of Coaching
  • Feedback
  • Time Management
  • Discussion: How Many Call, Coaching Process
  • Reward & Recognition Methods
  • Technology
  • 3rd Party Options

**Content and material may be updated without prior notice.

On-Site Personalized Call Center Training:

Our on-site call center training provides a cost-effective way to maximize your training, provide training in your call center, and cover the key challenges you need to address to successfully elevate your contact center to new levels of excellence.

  • Learns through action – in your center, using your data, using their center management tools and managing your resources
  • Customize the learning experience by focusing on specific areas of interest
  • Save on employee travel cost
  • Minimize time away from work
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