Module

Module 1: Satisfaction Guaranteed: Performing a Call Center Satisfaction Audit: How to design a successful customer survey process

Module 2: Building a Quality Monitoring Form: Successful Designs for Building Performance Excellence

Module 3: Calibration Corner: Best Practices in Calibration and Standardizing Evaluation Scores

Module 4: Fundamentals of Coaching: Effective Techniques for Shaping Employee Performance

Module 5: Making the Most of QM: Optimizing Your Quality Monitoring and Recording System

Module 6: Review & Test

Target Audience

Benefits / Need

Module 1: Satisfaction Guaranteed: Performing a Call Center Satisfaction Audit

• Identify the various types of surveys and when to use each one.
• Describe issues to consider in developing the survey instrument, including how to write good questions.
• Outline the advantages and disadvantages of various survey administration methods
• Describe considerations and calculations to include in the sampling and analysis process
• Identify supporting tools and processes to assist in the survey process.
• Outline ways to communicate the results of your findings to customers, management, and employees.

Module 2: Building a Quality Monitoring Form: Successful Designs for Building
Performance Excellence

• Align monitoring form objectives with corporate and call center goals.
• Organize your form for ease of evaluation.
• Identify critical behaviors that are objective and measurable.
• Identify data elements needed for effective skill gap and trend analysis reporting.
• Apply weighting and scoring schemes to emphasize agent skills and knowledge that are most important.
• Create an evaluation standard document that provides a detailed description of each evaluation criterion.

Module 3: Calibration Corner: Best Practices in Calibration and Standardizing
Evaluation Scores

• Identify the benefits of quality calibration and standardizing evaluation scores.
• Describe the components needed for effective calibration meetings.
• Decide who should be participating in your calibration program.
• Design an effective quality calibration process.
• Calculate your standard deviation and set realistic deviation goals.
• List the five critical factors for facilitating a productive calibration meeting.

Module 4: Fundamentals of Coaching: Effective Techniques for Shaping Employee
Performance

• Identify the differences between monitoring/coaching and coaching/counseling and when to use each.
• Describe “best practices” to use in side-by-side coaching, including tips on presenting both positive/negative feedback.
• Outline the steps of applying various feedback methods and when to use each.
• Assemble a coaching session planning guide.
• Identify the steps of a positive discipline plan.

Module 5: Making the Most of QM: Optimizing Your Quality Monitoring and Recording System

• Outline the different types of monitoring systems available today.
• Describe some of the latest advancements in technology from the quality monitoring vendors.
• Identify the most common mistakes in implementing a quality monitoring program.
• Outline the proven steps for making monitoring a success in any call center.
• Define performance standards to ensure consistency and fairness in the monitoring process.