​WORKSHOP

INTEGRATING QUALITY AND PERFORMANCE MANAGEMENT IN CONTACT CENTRES

​LEARNING RESOURCES:
LEARNER GUIDE

RECOMMENDED DURATION:
​2 DAYS

​WOULD YOU LIKE TO GET THE HIGHEST LEVEL OF QUALITY ASSURED PERFORMANCE OUTPUTS FROM YOUR TEAM?

​3 Key aspects for Creating a High-Performance Culture

​Integrating Quality and Performance Management

​The following aspects will help you create a high-performance culture through building relationships between Quality assurance and operational areas:

  1. ​Unearth the importance of quality assurance in performance management
  2. Improve interaction between the quality assurance and operational teams
  3. Identify coaching and performance management needs

​ Are you ​maximising the value ​gained from the relationship between Performance Management and Quality Assurance

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

IS THERE AN ALIGNMENT BETWEEN QUALITY ASSURANCE AND PERFORMANCE MANAGEMENT IN YOUR CONTACT CENTRE?
IS CUSTOMER SATISFACTION, LOYALTY AND QUALITY MEASUREMENTS MEETING INDUSTRY STANDARDS?
IS YOUR QUALITY ASSURANCE FUNCTION ADDING INCREASED VALUE TO YOUR OVERALL BUSINESS OBJECTIVES?
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If you answered ​no
to any one or more of these questions
​then Integrating Quality and Performance Management is the programme that will get you on the path to the highest level of quality assured performance outputs

GET OUR FREE

​PERFORMANCE MANAGEMENT

SELF-ASSESSMENT

​MEASURE THE LEVEL OF COLLABORATION PRESENT IN THE QUALITY ASSURANCE AND OPERATIONAL TEAMS.

What you will learn

​This training workshop will provide you with the opportunity to holistically integrate quality related feedback with managing agent performance.

WE WILL ENABLE YOU TO:

​Illustrate a High-Performance Contact Centre

​Explain the importance of Quality and Performance Management

​Identify the links between Quality and Performance Management

​Develop solutions and detailed action plans to improve interaction between Quality and Performance Management Functions

Today's Learners become Tomorrow's Leaders

Let us help you get there

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