Call Center Quality Assurance OnDemand Certification
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.
Creating a Quality Assurance Strategy
Positive Culture, Behaviors and Definitions
Quality Assessment Forms
Service vs. Compliance
Call Monitoring Process
Art of Coaching
Reward & Recognition Methods
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COE Preferred Partner Discount:
Center of Excellence Members - 15% off. Please contact your relationship manager or review your certification notification letter to get your preferred partner discount code. Discounts cannot be combined with other offers or discounts.
If you have 2 or more individuals that would like to take the call center training course, please contact us for a group discount! 1-800-214-8929 Ex. 1 or Email Us Today. Group discounts cannot be combined with other offers or discounts. Groups must all be submitted and registered at the same time in order to receive the group discount.
Group Attendee Discount Breakdown:
2-5 Attendees | 10% Discount
6-10 Attendees | 15% Discount
11-15 Attendees | 20% Discount
OnDemand Course Cancellation Policy:
- All students attending a OnDemand course any cancellation within 30 days after starting will become a credit for a future ondemand course. Credits must be used within one year (12 months of issue).
- You will have 4 attempts to pass the final exam with a score of 85% or greater. If you do not pass it within 4 attempts you will have to retake the course.
Live Online Course Cancellation Policy:
- All students attending a Live Online course have up to thirty (30) days before start date to cancel registrations for a refund. Any cancellation within 30 days will become a credit for a future live online course. Credits must be used within one year (12 months of issue).
- Any cancellations or transfers within 14 days before the course will incur a $250 late cancellation/transfer fee. This fee will be deducted from your credit.
- In rare instances, a course will be rescheduled or postponed:
- BenchmarkPortal will provide you at least 24 hours notice
- You may receive a full refund or we can issue a credit for your company
- In the event that we do have to cancel a training course at the last minute, your relationship manager will contact you to either reschedule you in to an alternate course or provide you with a full refund of the course price.
- No shows will also pay full course rates.
In-Person Course Cancellation Policy:
- All students attending an In-Person/Classroom course have up to thirty (30) days before start date to cancel registrations for a refund. Any cancellation within 30 days will become a credit for a future course. Credits must be used within one year (12 months of issue).
- Any cancellations within 14 days before the course will incur a $100 late cancellation fee. This fee will be deducted from your credit.
- In rare instances, a course will be canceled, rescheduled or postponed:
- You may receive a full refund or we can issue a credit to your company
- BenchmarkPortal cannot be held responsible for penalties resulting from travel arrangements of any kind.
- In the event that we do have to cancel a training course at the last minute, the college manager will contact you to either reschedule you into an alternate course or provide you with a full refund of the course price.
- No shows will pay full course rates.
- Full payment is required 1-day prior to attendance.
- If you are purchasing more than one course with a business credit card please check your daily limits to avoid any possibility of the transaction getting declined (most cards have a $1,000 daily limit).
- After completion of a Live Online Course, you will receive by email a Certificate of Completion.
- Certification through BenchmarkPortal and the College of Call Center Excellence is an achievement that is recognized internationally.
- The recommended internet speed is 2 MB & the minimum speed is at least 512 KB for the download speed on DSL or Broadband connection (wired or wireless).
“I felt the training was clear and in depth with the subject material. The instructor was friendly and knowledgeable, making me feel confident that the information I was receiving was accurate and relevant. This is a course that I feel more call centers should enroll their staff in for it gives a much clearer perspective in QA systems and ideas on how to improve - Live Online October 2017 Attendee
“This course was very helpful and will be instrumental in establishing best practices for our QA program. I would definitely recommend this course for any QA analyst, supervisor, or anyone else that is responsible for quality assurance.” Amber Fogg, Senior QA Coordinator - Call Center Campus Attendee April 2017
“It is rare to attend an ‘All QA’ training. I was thrilled with the content & the engaging discussions. One of the learning's I took away was the focus on best practice on many items related to QA.” Call Center Campus Attendee April 2017
Great experience! Wonderful opportunity to network with QA peers and learn about building QA Initiatives.” Chandra Abiad, QA Project Manager, Northwell Medical Center, Call Center Campus Attendee April 2017
“The course content was easy to follow and was relevant. It contained a lot of new ideas as well as reinforced some tried and true ones.” Call Center Campus Attendee April 2017
“This course was great. I have been looking for something pertaining to just Q.A. This was an excellent course. I will have my manager attend this class. It will be an eye opener.” Call Center Campus Attendee April 2017
“Great QA Training. Now I completely understand what I should do next. Many of the class discussions were very valuable for me. I’ll recommend about this course. Call Center Campus Attendee April 2017
“I am thankful for the training, it helped me determine areas of improvement and how to get results.” Live Online February 2017
"I loved taking this course. I have taken a few training classes and they were a bit boring. I liked the fact the trainer (Amy) was very friendly and called on different people. This was a very excellent and well delivered course. It was good fun and informative and well structured. Thank you for everything. I don't know where to begin and can't wait for Monday to start applying all the new ideas I have."
Esther C Huerta, Texas Parks and Wildlife Department, Quality Assurance Specialist - August 2016
"I was looking at gaining ideas/strategies to improve our QA form and this course definitely gave me a few." - Janet Sandoval, Bank of the West, Quality Assurance Specialist - August 2016
"BenchmarkPortal's QA Training was very informative and helpful. It described all aspects of a good call center quality assurance program." - Live Online August 2016 Attendee
"This was my first time taking a course with the College of Call Center Excellence and it was excellent! Lots of great takeaways and networking opportunities. - Naomi Lovell, Supervisor, Mayo Medical - Call Center Campus - New Orleans Attendee - April 2016
"Great experience, we are going to promote sending additional staff!" - Call Center Campus - New Orleans Attendee - April 2016
"This was a great course and provided helpful information. It will bring great success to any manager."
Nancy Betison, Quality Assurance Manager - Call Center Campus - New Orleans Attendee - April 2016
"It was great interacting with others who are going through the same thing that we are...struggles and triumphs!"
Call Center Campus - New Orleans Attendee - April 2016
"The instructor was excellent and had a great personality! I really enjoyed this course."
Suzette Martin, San Jacinto College - Call Center Campus - New Orleans Attendee - April 2016
"This was a great experience. I learned a lot and am taking back some practical tips about QA to share with my team. I also enjoyed the feedback from others that attended."
Call Center Campus - New Orleans Attendee - April 2016
"There were a lot of great insights and best practices identified that we'll be considering as we are in the process of evolving our QA program. Thank you!"
Live Online Attendee - February 2016
"The course was extremely helpful specially for me being new in this QA thing. As an introduction to what QA is it`s absolutely accurate and it involves all the aspects that needs to be known before getting started. So in most cases this is very useful also for people that has been working as QA for years, where actually this type of information gets forgotten or is good to keep it fresh once in a while. The entire course made me fell anxious and happy about starting with this and it also helped me to improve the basic knowledge I had previously for what QA means. I would like to thank Dayne for her expertise and kindness." Mayra De Souza, Customer Service and Quality Lead - November 2015
"I feel I have learnt a great deal from this course which I can take back to my manager and make the necessary changes we were looking at doing to our current assessment form. The course really helped us think outside the box." Reshmi Prasad - Service Quality Analyst at LGM Financials Inc. - Live Online July 2015
"I enjoyed every minute and learned a lot of new ideas to incorporate in our QA Department." Live Online Attendee - July 2015
"I loved it look forward to working with you again!!!!!" Annette Branch, Customer Service Representative - April 2015
"BenchmarkPortal has assisted in moving our call center to the next level and provide us a differentiation in our market." Trish Meyers, EFG Companies, Call Center Campus Week, November 2014
"This experience was invaluable. Being able to meet peers and discuss successes and challenges, was a great learning and growth experience." Call Center Campus Week Attendee, November 2014
"This course is a great option if you are building the foundation of a Quality Program or if you have an established one. It gives a lot to consider and good examples of ways to structure quality forms, scoring, coaching and calibration sessions. Very comprehensive course. Thank you for the opportunity." Vicki Van Skaik-Training and Quality Specialist-EyeMed - June 2014
"I feel that this was very informative and helpful as far as giving insight to not only Benchmark's process but also the process that other company's are currently using." Live Online Course - June 2014
"The training was very informative!" Heidi Ramos, Project Consultant, Guidewell TeleServices
"My experience was great. I was able to take away some useful information back to my team and plan to implement some changes based on what I learned. This was a great training and it was very detailed and impressive. Great job!" Live Online Attendees - January 2014
"Dayne was very knowledgeable! She was able to answer all of our questions. She did a really good job sharing on best practices." Call Center Campus Week Attendee, November 2013
"I loved the best practices examples provided to help us realize where we are to the rest of the industry." Call Center Campus Week Attendee, November 2013
"This course is right on target for Call Center QA and all of the components. The instructor was well spoken, very educated and provided great scenarios and suggestions. The attendees shared a lot of their processes and offered to assist." Robin Ascioti, Supervisor, Service Improvement, POMCO Group, November 2013
"It was great to meet all of you and hear your thoughts and ideas. The lecture and open discussion were extremely valuable even for a small group like mine. I’m redesigning our call monitoring as well as tweaking our new Rep onboarding… Thanks to all of you!" Emily Davis, Team Lead, Training and Support, OEConnection, November 2013
"Just wanted to send everyone a note of thanks for all the ideas and concepts that were shared during our open discussions. Along with the excellent class materials, I was able to learn and pick up quite a few new ideas and methodologies during these sessions and for that I want to say thanks to one and all." J Domerez, Wine Country Gift Baskets, November 2013
"My experience taking the online class has helped me a lot. There is a lot of information that I will be taking back to the QA Team and Administrative Staff." Kyana Beard, Quality Workforce Analyst, Advocate Medical
"Dayne was a wonderful presenter. She is well spoken and very versed in this field. I appreciated her knowledge and understanding of quality and the struggles that we face daily." Damann Jackson, Carrington College Group, September 2013
"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. - November 2012
"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 - September 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 - November 2012
"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 - February 2012
"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 - February 2012
"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 - October 2011
"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 - October 2011
"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 - 2011
"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|
|Chicos FAS Inc||Edfinancial||Cisco|
|AAA Clubs||Harris Bank||Nationwide|
|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|
|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|
|NorthWestern Mutual||Smith Haynes & Watson||United Healthcare|
|Herbalife||United States Coast Guard||Security Assistance Corporation|