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​​WORKSHOP

​Quality Management in Contact Centres

LEARNING RESOURCES:
​L​EARNER GUIDE

RECOMMENDED DURATION:
​2 D​AYS

​DO YOU WANT TO ADVANCE YOUR CAREER IN THE CRITICAL AREA OF QUALITY ASSURANCE?

​5 Key focus areas for Quality Management

​Quality Management in Contact Centre

​These are the 5 key focus areas that you need to understand to advance your career and deliver high quality service to your customers:

  • ​Benefits of quality and the return on investment
  • Quality from a customer’s perspective
  • Continuous Improvement on customer experience
  • How to use Quality Indicators
  • Quality calibration - Improving business performance.

​Is it time to ​advance your career ​in the Contact Centre space? Did you know that facilitating and delivering high quality service ​is a way to do so?

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

HAVE YOU CONSIDERED MOVING INTO QUALITY ASSURANCE?
ARE YOU TIRED OF NAGGING CUSTOMERS, BECAUSE STANDARDS ARE NOT BEING MET?
DO YOU WANT TO INFLUENCE CHANGE IN AGENT BEHAVIOUR AND IMPROVE CUSTOMER SATISFACTION?
DO YOU KNOW HOW YOUR COACHING PREFERENCES IMPACTS YOUR COACHEES’?
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If you answered yes
to any​ one or more of these questions ​then join us for the Quality Assurance workshop and kickstart your career advancement.

GET OUR FREE

​QUALITY ASSURANCE SELF-ASSESSMENT

​DO YOU HAVE THE NECESSARY SOFT SKILLS TO OPERATE AS A

QUALITY ASSURER?

What you will learn

​This training workshop will address the aspect of quality, the principles of quality management, as well as the quality measures associated with effective management specific to the Contact Centre environment. 

WE WILL ENABLE YOU TO:

​​​​Understand the history, definition and principles of Quality Management in Contact Centres

​​Understand the importance of planning to make appointments

​​Discuss the business perspectives on quality by looking at the benefits, cost and return on investment of quality management systems

​Know how to implement a quality assurance programme

Today's Learners become Tomorrow's Leaders

Let us help you get there

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