Service Quality Course
Enhance call center operations through the Service Quality Training. Master call data analysis, create effective quality checklists, deliver precise agent coaching, and leverage KPIs such as CSAT, FCR, and AHT to achieve tangible gains in service performance and efficiency.

4 to 360h flexible workload
certificate valid in your country
What will I learn?
This course teaches designing practical call quality checklists, applying scoring rubrics, and balancing compliance with customer service. Participants learn to assess call recordings, identify tone and empathy issues, score observations reliably, analyze data to pinpoint problems, implement targeted fixes, coach teams effectively, and monitor improvements in satisfaction and efficiency metrics.
Elevify advantages
Develop skills
- Diagnose call quality issues swiftly using actual call data.
- Develop streamlined QA checklists with precise, measurable criteria.
- Conduct consistent call evaluations, scoring, calibrating, and minimizing bias.
- Transform QA insights into actionable pilots, KPIs, and coaching strategies.
- Refine call KPIs by integrating AHT, CSAT, and FCR for superior service.
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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