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Service Quality Course

Service Quality Course
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.
Workload: between 4 and 360 hours

What our students say

I was just promoted to Intelligence Advisor for the Correctional System, and the course from Elevify was crucial for me to be the chosen one.
EmersonPolice Investigator
The course was essential to meet the expectations of my boss and the company I work for.
SilviaNurse
Great course. Lots of valuable information.
WiltonCivil Firefighter

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