Calendar of Events

Event List Calendar

April 29, 2021

QATC Web Seminar – What’s the Point: Principles of Quality Form Weighting & Scoring

Thursday, April 29, 2021
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.

Start: April 29, 2021 1:00 pm
End: April 29, 2021 2:00 pm
Address:
Google Map
United States

May 27, 2021

QATC Web Seminar — Developing Your QSDD: The Quality Standards Definitions Document

Thursday, May 27, 2021
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.

Start: May 27, 2021 1:00 pm
End: May 27, 2021 2:00 pm
Address:
Google Map
United States

June 24, 2021

QATC Web Seminar — Call Calibration

Thursday, June 24, 2021
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.

Start: June 24, 2021 1:00 pm
End: June 24, 2021 2:00 pm
Address:
Google Map
United States

July 29, 2021

QATC Web Seminar — Call Coaching Fundamentals

Thursday, July 29, 2021
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.

Start: July 29, 2021 1:00 pm
End: July 29, 2021 2:00 pm
Address:
Google Map
United States
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