Service Quality Course
Elevate call centre performance through the Service Quality Mastery Course. Master call data analysis, create effective quality checklists, deliver precise agent coaching, and leverage KPIs such as CSAT, FCR, and AHT to achieve tangible enhancements in service delivery and operational efficiency.

from 4 to 360h flexible workload
valid certificate in your country
What will I learn?
This course teaches designing practical call quality checklists, applying scoring rubrics, balancing compliance and customer focus, evaluating recordings for tone and empathy, scoring reliably, analysing data to diagnose issues, planning improvements, coaching effectively, and tracking gains in satisfaction and efficiency.
Elevify advantages
Develop skills
- Diagnose call quality issues swiftly using actual call data to identify root causes.
- Develop streamlined QA checklists with precise, measurable criteria for consistent evaluations.
- Conduct uniform call assessments by scoring accurately, calibrating, and minimising bias.
- Transform QA insights into practical actions via pilots, KPIs, and targeted coaching strategies.
- Refine key call metrics like AHT, CSAT, and FCR to optimise overall service excellence.
Suggested summary
Before starting, you can change the chapters and 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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