Building a Quality Monitoring Form Part 2
Having well defined quality criteria is just the beginning of creating an effective performance management tool. The next step is to apply weighting and scoring that promotes essential call behaviors.
In this session, you will learn various answer and scoring schemes for evaluating your call center’s quality standards. In addition, we will explore the pro’s and con’s of “auto-fail” and how best to use alternative scoring methods such as bonus points to reward agents who go above and beyond service expectations. This session also provides suggestions on how to facilitate the discussion with your quality team to come up with the “right” point values for your quality standards.
Seminar attendees will learn to:
- Identify the benefits to implementing a scoring methodology to quality evaluation criteria.
- Apply section-based weighting to emphasize skills groups most important to a call’s success.
- Identify various scoring schemes and understand the pros and cons of each style.
- Apply a scoring structure that recognizes skill priorities and awards most important critical behaviors.
- Factor in non-applicable behaviors in the scoring process in order to promote fairness.
An unlimited number of students may attend via a single web/audio connection. The price for additional connections or sites is $175 for each additional connection for the same seminar.
This web seminar will be recorded and retained by Great Outcomes Ltd. Your attendance constitutes permission for the recording of your voice and comments and Great Outcomes Ltd’s right to use, distribute, and copy the recording, in whole or in part, in any form or media
Giles is a speaker, author and experienced Consultant, who has been providing training and development guidance for over 11 years, after holding senior roles in the financial services industry. As a Consultant, Giles has worked with Executive leaders in many of New Zealand’s government agencies and multinational corporations.
Web Seminar Cost: The cost of your first connection is $375 + GST An unlimited number of students may attend via a single web/audio connection.
Access to web seminars in the Masters Series is provided via an Internet connection and a separate audio (telephone) connection. Two days prior to each seminar, you will receive email access instructions for the web portion and the telephone number to call.
Attend the nine core sessions in the Quality Assurance Track and take the Mastery Exam to earn certification. Students achieving 80% or higher score on the exam will receive certification from The Call Centre School. The certification processing fee per student is $35 for web seminar attendees; there is no certification charge for classroom participants.