Call Centre Quality Assurance Training
A modern call centre demands a very high level of technical, customer-orientated and process-focused skills from its quality assurance team.
The call centre quality assurance division is a critical part of an organisation. This division ensures that the quality standard and goals of the organisation and the actual customer experience is aligned.
Siyandza Call Centre Quality Assurance Course
This call centre training course covers the role of quality within a call centre, together with the tools used to measure quality, and the skills required to assess quality. The aim is to optimise the efficiency of your call centre quality assurance division.
As with the other call centre training courses available from Siyandza, the Call Centre Quality Assurance Course will be customised around the company needs and culture. By integrating your environment into our training strategy we are able to align the theory to the practical, ensuring better understanding and end delivery by the learner.
The Call Centre Quality Assurance Course Learner Outcomes
- Apply a "quantitative and qualitative" understanding to performance requirements. (S/O 1 US 13882)
- Determine the best possible monitoring and maintenance criteria. (S/O 2 US 13882)
- Implement best-suited call centre quality assurance monitoring and maintenance procedures. (S/O 3 US 13882)
- Meet their financial targets.
- Meet customers’ expectations.
- Meet all of the process requirements.
- Meet their own career mapping/self development needs.
The Call Centre Quality Assurance Course Covers
- The context of call centre quality assurance in the South African call centre industry.
- The difference between quality control and quality assurance. Learners are encouraged to plot their own team on the Quality Continuum.
- Presentation of the call centre quality assurance end-to-end process.
- Presentation of up-to-date processes used for effective sampling and statistical analysis.
- Prevention/management of the cost of defects, waste and rework.
- Assistance with the development of a basic return on investment model.
- The difference between a customer-centric approach to quality and a product-centric approach.
- Effective calibration within the specific call centre context.
- How to identify coaching opportunities.
- A presentation of results-focused, results-based coaching in action.
- A presentation of what top-producing call centre quality assurance teams are doing today.
