Join QATC for our QUALITY Excellence web seminar series. The seven-part series will be delivered by industry expert Deelee Freeman for consecutive weeks on Thursdays from March 1 through April 12 from 1:00.-2:00 p.m. CT. Special pricing is available for QATC members.
There is no cost for the first session, so everyone will be able to try out the series. The cost for QATC members for each subsequent session is $200 each, or $1100 for all seven sessions. The cost for non-members is $275 per session or $1,550 for the series. An unlimited number of students may attend from a single web/audio connection. Additional locations may attend for an add-on fee of $75 per location per session.
Register for the entire series today by clicking here or register for individual sessions below.
There is a limit of 100 attendees for each web seminar, so register early!
The seven-part QUALITY Excellence series consists of the following topics:
1. Qualify Your QM Program: Determine Requirements Best Suited to Your Call Center. -- March 1 @ 1:00 CT -- No cost for this session -- Click here to register and try out this series!
The kick-off session in the 7-Part Quality Series is devoted to ensuring your quality monitoring program is driving results that matter. Learn to align quality standards and measures to your organization’s business drivers. With hands-on activities, you will review business objectives and call center KPIs to identify corresponding quality initiatives. This session will help you QUALIFY your QM program as an integral component to improve frontline performance, operations efficiency, and customer satisfaction.
2. Utilize Quality Process Design: Build a Quality Form to Support Desired Performance. -- March 8 @ 1:00 CT -- Click here to register!
Creating a comprehensive set of call standards requires collaboration and construction of a set of call requirements that can be used to analyze customer/staff interactions. This session provides the blueprint you’ll UTILIZE to develop your center’s QM evaluation form. Learn what is involved in every step of the process: call flow mapping, skill grouping, behavior-based standards definition, scoring, validating and more.
3. Apply a Successful Scoring Scheme: Measure and Motivate Agents to Perform Critical Behaviors. -- March 15 @ 1:00 CT -- Click here to register!
Once you’ve determined the essential call behaviors, the next step is to construct a scoring scheme supports performance achievement. While all of your quality standards are important, some are mission critical and therefore deserve higher values to ensure your agents are focused on them. Learn how to APPLY the right scoring hierarchy, to ensure you are measuring quality and motivating your agents.
4. Link Quality Standards to Training Descriptions: Create Definitions of Behavioral Expectations. -- March 22 @ 1:00 CT -- Click here to register!
Once 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 Quality Standard Definitions (QSDs). This session provides a template to LINK quality to training by providing meaningful descriptions of desirable and undesirable behaviors, typical scenarios and related center goals. Learn ways to write definitions for the more challenging quality standards: tone, empathy and call control.
5. Improve Consistency Through Calibration: Conduct Effective Quality Calibration Sessions. -- March 29 @ 1:00 CT -- Click here to register!
Calibration is an ongoing process where a team of quality specialists, coaches, supervisors, and perhaps frontline staff complete evaluations on a single call, measure the variance, and reconcile the differences. In the end, it is a center’s degree of calibration that IMPROVES consistency in quality, both in the application of standards to call behaviors and in frontline performance. In this session, you will learn the key decision points for creating an effective calibration program, how to measure call calibration and best practices in conducting a productive calibration session.
6. Train and Develop Through Call Coaching: Delivering Meaningful Feedback and Positive Reinforcement. -- April 5 @ 1:00 CT -- Click here to register!
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 consistent and reliable high-quality service to your customers. This session provides practical suggestions to create a coaching plan, delivery feedback, and follow up with continued support. You will learn three specific approaches to call coaching aimed to motivate, TRAIN and develop behaviors required to meet process requirements and create a satisfying, memorable customer experience.
7. Yield Results in Your Quality Program: Key Decision Points to Drive Improvement. -- April 12 @ 1:00 CT -- Click here to register!
This last session in the Quality Series provides a roadmap for your quality program to ensure you are leveraging your efforts to drive agent performance, process improvement and customer satisfaction. Join in the discussion of the most common questions asked: How many calls should we be monitoring? How can we change the perception of quality at “big brother is watching you”? How can quality efforts help to track VOC (voice of the customer)? We will examine some of the most common mistakes made in quality monitoring and help you identify what needs re-working so you can YIELD the most results in your own quality program.
The seven-part QUALITY Series will be presented on consecutive Thursdays starting on March 1 and running through April 12 from 1:00-2:00 p.m. CT.
Click here to register for this exciting series!