Service Quality Course
Elevate your call centre operations through the Service Quality Training. Master call data analysis, build practical quality checklists, provide precise agent coaching, and leverage KPIs such as CSAT, FCR, and AHT to achieve tangible enhancements in service delivery and performance metrics.

from 4 to 360h flexible workload
valid certificate in your country
What will I learn?
This course teaches you to create effective call quality checklists, use scoring rubrics, and balance rules with customer care. You will learn to assess call recordings, identify tone and empathy issues, turn findings into accurate scores, analyse data to pinpoint problems, develop focused fixes, coach teams well, and monitor gains in customer satisfaction and efficiency.
Elevify advantages
Develop skills
- Diagnose call quality issues swiftly with actual call data.
- Develop concise QA checklists with precise, measurable criteria.
- Assess calls uniformly by scoring, calibrating, and minimising bias.
- Convert data insights into practical 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 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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