Service Quality Course
Elevate your call centre operations through the Service Quality Mastery Course. Gain expertise in scrutinising call data, developing streamlined quality checklists, providing precise feedback to agents, and leveraging key metrics such as CSAT, FCR, and AHT to achieve quantifiable advancements in service delivery and performance across your team.

from 4 to 360h flexible workload
valid certificate in your country
What will I learn?
This course equips you with skills to create effective call quality checklists, implement scoring rubrics, and harmonise compliance with customer-centric practices. You will master evaluating call recordings, assessing tone and empathy, transforming evaluations into accurate scores, and employing basic data analysis to pinpoint problems, craft focused enhancements, deliver impactful coaching, and monitor tangible improvements in customer satisfaction and operational efficiency.
Elevify advantages
Develop skills
- Diagnose call quality issues swiftly by identifying root causes from actual call recordings.
- Develop concise QA checklists with precise, quantifiable criteria for consistent call assessments.
- Conduct uniform call evaluations through scoring, calibration techniques, and bias reduction strategies.
- Convert data insights into practical steps like pilot programmes, KPI tracking, and tailored coaching initiatives.
- Refine call performance metrics by optimising AHT, CSAT, and FCR for superior service outcomes.
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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