QATC members can now register for the 2020 Fundamentals of Quality Monitoring web seminar series at no charge! The 5-part quality web seminars delivered by industry expert Deelee Freeman of Call Center Training Associates will be offered once a month starting in March. Each 60-minute session will provide practical knowledge to help you design your quality monitoring forms and develop a comprehensive quality monitoring program.
The Fundamentals of Quality Monitoring includes the following sessions, delivered on Thursdays at 1:00pm CT:
Thursday, March 19, 2020
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.
Thursday, April 23, 2020
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.
Thursday, May 21, 2020
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.
Thursday, June 25, 2020
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.
Thursday, July 23, 2020
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 are invited to attend the Fundamentals of Quality Monitoring web series at no charge. Each class can be attended by an unlimited number of students from a single location, but is limited to a total of 500 connections. Non-members may attend at a cost of $250 per web seminar. Non-members can contact Vicki Herrell at firstname.lastname@example.org to register.