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

flexible workload of 4 to 360h
valid certificate in your country
What will I learn?
This course teaches designing practical call quality checklists, applying scoring rubrics, balancing compliance and customer behaviours, 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.
- Develop concise QA checklists with clear, measurable criteria.
- Conduct consistent call evaluations, scoring, calibration, and bias reduction.
- Transform insights into actionable pilots, KPIs, and coaching strategies.
- Optimise key metrics like 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
Your classes are perfect. I purchased the one-year package and finally have the opportunity to follow various topics of my interest without needing to change 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 that I don't need.

Mariana FerresPhotography Student
I like the content and the way of presentation 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 help a lot in learning.

André FelipePrompt Engineering Student
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