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 are saying
Your classes are perfect. I purchased the one-year package and finally have the opportunity to follow various topics of interest without needing to switch platforms... I thank you for everything you do, I've already recommended you to other people...

Giulio CarloDigital Marketing Student
I like how the lessons are straight to the point and how I can change chapters and skip content I don't need.

Mariana FerresPhotography Student
I like the content and the presentation style and video transcription, which speeds up the process!

Luciana AlvarengaNail Design Student
The platform is fast, simple to use. The diversity of content and complementary videos really help with learning.

André FelipePrompt Engineering Student
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