2024 SWPP Annual Conference Monday, March 4-Wednesday, March 6 Omni Nashville Hotel Click here for more information: https://swpp.org/annual-conference/
Thursday, March 14, 2024 1:00pm CT Essentials of Quality Form Design: Identify Relevant and Objective Call Standards Creating a comprehensive quality monitoring form entails getting the right people in your call center to collaborate and construct standards to effectively evaluate your frontline agents’ call performance. This session provides an overview of what to expect in a quality form design process. In addition, you will learn to identify objective behavior-based quality attributes to establish a solid foundation for your call center’s quality monitoring program. QATC Members can click here to register for this web seminar.
Thursday, April 4, 2024 1:00pm CT What’s the Point: Principles of Quality Form Weighting and Scoring Once you’ve determined the essential call behaviors, the next step is to construct a scoring scheme that awards points for performance achievement. While all of your quality standards are important, some will stand out as being mission critical and therefore deserving of higher point values to ensure your agents are focused on these, in particular. In this session, you will learn a prioritizing methodology to identify relative importance you’ll use to create an effective scoring scheme for measuring quality and motivating your agents. QATC Members can click here to register for this web seminar.
Thursday, May 16, 2024 1:00pm CT Developing Your QSDD: The Quality Standards Definitions Document Now that your quality evaluation form has taken shape, the call standards have been identified and organized into skill groups and a scoring structure has been applied, the next step is to develop comprehensive Quality Standard Definitions Document (QSDD). This session offers a template that includes all the QSDD essentials: descriptions of desirable and undesirable behaviors, related scenarios and associated center goals. In addition, we will look at sample definitions of the more challenging quality standards: tone, empathy and call control. QATC members can click here to register for this web seminar.
Thursday, June 20, 2024 1:00pm CT Call Calibration: The Path to Consistency in Quality Monitoring Call calibration is a process whereby quality analysts and supervisors evaluate a single call, measure the variance and reconcile the differences. Call centers who are well calibrated experience greater overall consistency in quality and service to their customers. In this session, you will learn the six key decision points for creating an effective calibration program, how to measure your calibration efforts, as well as the best practices for conducting productive calibration sessions. QATC members can click here to register for this web seminar.
Thursday, July 18, 2024 1:00pm CT Call Coaching Fundamentals: Preparation and Delivery of Impactful Feedback You can have the most advanced quality recording technology, evaluation and analytical tools, but if you are not delivering impactful call coaching, you will continue to fall short in providing reliable high-quality service to your customers. This session provides practical suggestions to 1). Create a coaching plan; 2). Deliver feedback and 3). Follow-up with continued support. You will learn three specific approaches to call coaching aimed to motivate and develop behaviors required to meet process requirements and create a satisfying, memorable customer experience. QATC members can click here to register for this web seminar.