W: Call Calibration | Contact Centre Workshop | Omni HR Consulting
​WORKSHOP

​call calibration

​LEARNING RESOURCES:
L​EARNER GUIDE

RECOMMENDED DURATION:
​1 DAY

​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.

Slide 1
HAVE YOU BEEN DOING QUALITY MONITORING WITH LITTLE IMPACT?
Slide 2
HAS YOUR ROLE IN QUALITY ASSURANCE BECOME SIMPLY A BASIC CHECKLIST?
Slide 3
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.

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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