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 Tuesdays from March 19 through April 30, 2019 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 19 @ 1:00 CT -- No cost for this session -- Click here to register and try out this series!
This lead-off session in the 7-Part Quality Training Series is devoted to making sure your quality monitoring and evaluation program is driving results that matter. Are your aligning quality standards and measures to your organization’s business drivers? In this session, we will review business objectives and call center KPIs to help you identify corresponding quality initiatives that QUALIFYyour QM program as an integral component to improve frontline performance, operations efficiency and customer satisfaction.
2. Utilize a Quality Process Design: Build a Quality Form to Support Desired Performance. -- March 26 @ 1:00 CT -- Click here to register!
Creating a comprehensive set of call standards requires getting the right people in your call center to collaborate and construct a set of call requirements that can be used to analyze customer interactions to develop your frontline staff. This session provides the blueprint you’ll UTILIZEto develop your center’s QM evaluation form. Learn what is involved in every step of the process: call flow mapping, skill grouping, identification of behavior-based standards, defining, scoring, validating and more!
3. Apply a Scoring Scheme that Drives Critical Quality Behaviors: Measure and Motivate Agents to Perform Critical Behaviors. -- April 2 @ 1:00 CT -- Click here to register!
Once you’vedetermined 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 beingmissioncriticaland therefore deserving of higher point values to ensure your agents are focused on these, in particular. But howdo you APPLYthe right scoring hierarchy? In this session, you will learn a prioritizing methodology to identify relative importance used to create an effective scoring scheme for measuring quality and motivating your agents.
4. Link Quality Standards to Training Descriptions: Create Definitions of Behavioral Expectations. -- April 9 @ 1:00 CT -- Click here to register!
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 (QSDs). This session provides a template to LINKquality to training by providing meaning 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. -- April 16 @ 1:00 CT -- Click here to register!
Calibration is a comparison between measures. In a call center it is an ongoing process where quality specialists and call center supervisors 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 IMPROVESconsistency in quality, both in the application of standards to call behaviors and in the frontline performance which impacts your customers. 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 23 @ 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 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, TRAINand 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 30 @ 1:00 CT -- Click here to register!
This last session in the 7-Part Quality Training Series provides a road-map 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 YIELDthe most results in your own quality program.
The seven-part QUALITY Series will be presented on consecutive Tuesdays starting on March 19 and running through April 30, 2019 from 1:00-2:00 p.m. CT.
Click here to register for this exciting series!