Service Quality Course
Enhance call centre performance via the Service Quality Course. Master call data analysis, crafting effective quality checklists, delivering precise agent coaching, and leveraging KPIs such as CSAT, FCR, and AHT to achieve tangible service enhancements. This course equips you with practical tools to elevate customer interactions and operational efficiency across your team.

4 to 360 hours flexible workload
valid certificate in your country
What will I learn?
The Service Quality Course equips you to create effective call quality checklists, implement precise scoring frameworks, and harmonise regulatory adherence with customer-centric practices. Gain expertise in appraising call recordings, discerning tone and empathy, translating findings into dependable metrics, and employing straightforward data analysis to pinpoint problems, devise focused enhancements, coach proficiently, and monitor quantifiable advances in customer satisfaction and productivity.
Elevify advantages
Develop skills
- Diagnose call quality by identifying root causes swiftly from actual call data.
- Develop concise QA checklists with precise, measurable criteria for each call.
- Assess calls uniformly by scoring, calibrating, and minimising evaluator bias.
- Transform insights into initiatives through rapid pilots, KPIs, and coaching strategies.
- Refine call KPIs by harmonising AHT, CSAT, and FCR to elevate service standards.
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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