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​WORKSHOP

​call calibration

​LEARNING RESOURCES:
L​EARNER GUIDE

RECOMMENDED DURATION:
​4 H​OURS

​WOULD YOU LIKE TO IMPROVE EFFECTIVENESS ​IN YOUR QA PROCESS?

​Guarantee each ‘moment of truth’ is
experienced as promised

​Call Calibration

​This tool will enable you to effectively evaluate agent performance and improve customer service with the following key outcomes:

  • ​Understand: Quality Assurance, Call Monitoring and Calibration within the Contact Centre.
  • ​Define ‘calibration’ and understand its benefits
  • Prioritise which calls should be calibrated
  • Have a sense of and apply the call calibration process
  • Manage the results of calibration
  • Identify performance gaps 
  • Apply best practice tips through coaching to improve overall performance

​Do you want to ​influence performance ​and improve customer satisfaction?

Not sure? Then answer these questions and decide for yourself.

HAVE YOU BEEN DOING QUALITY MONITORING WITH LITTLE IMPACT?
HAS YOUR ROLE IN QUALITY ASSURANCE BECOME SIMPLY A BASIC CHECKLIST?
ARE YOU TIRED OF NAGGING COLLEAGUES WHO QUESTION THE VALUE OF QUALITY ASSURANCE?
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If you answered yes
to any one or more of these questions
​then join us for the Call Calibration workshop and make every ​‘moment of truth’ count.

GET OUR FREE

​“TEAM LEADER ASSESSMENT OF PROCESS” SELF-ASSESSMENT

​DOES YOUR QUALITY MANAGEMENT PROCESS HAVE CREDIBILITY?

What you will learn

​​​​​Quality Assurance and monitoring is an essential success factor of the Contact Centre. This training workshop will introduce calibration as a tool to build consistency into the Quality Assurance (QA) programme of your organisation.

WE WILL ENABLE YOU TO:

​​​Explain the purpose of Quality Assurance, Call Monitoring and Calibration within your Contact Centre

​Define calibration and understand the benefits

​​​Identify which calls should be Calibrated 

​​​Understand and apply the call calibration process 

Today's Learners become Tomorrow's Leaders

Let us help you get there

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