Service Quality Course
Elevate your call centre's performance through the Service Quality Mastery Course. Gain skills in analysing call data, crafting practical quality checklists, delivering precise feedback to coach agents, and leveraging key metrics such as CSAT, FCR, and AHT to achieve tangible enhancements in service delivery and efficiency.

4 to 360 hours flexible workload
valid certificate in your country
What will I learn?
This course teaches you to create effective call quality checklists, implement scoring rubrics, and integrate compliance with customer-centric practices. You'll master evaluating call recordings, assessing tone and empathy, generating accurate scores from observations, and employing basic data analysis to pinpoint problems, develop focused enhancements, provide impactful coaching, and monitor improvements in customer satisfaction and operational efficiency.
Elevify advantages
Develop skills
- Diagnose call quality issues swiftly using actual call data to identify root causes.
- Develop streamlined QA checklists with precise, quantifiable criteria for each call.
- Conduct consistent call evaluations by scoring accurately, calibrating, and minimising bias.
- Transform data insights into practical actions like pilots, KPIs, and coaching strategies.
- Optimise essential call metrics including AHT, CSAT, and FCR to enhance overall service quality.
Suggested summary
Before starting, you can change the chapters and the workload. Choose which chapter to start with. Add or remove chapters. Increase or decrease the course workload.What our students say
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