Customer Service Quality Course
Elevate your call centre quality management skills with practical techniques for designing scorecards, tracking essential KPIs like quality score, FCR, AHT, CSAT, and compliance. Gain expertise in objective call analysis, root cause identification using tools like 5 Whys and Pareto charts, fair evaluations, and strategic coaching plans that ensure consistent, high-quality customer interactions and superior agent performance across the board.
from 4 to 360h flexible workload
valid certificate in your country
What will I learn?
This course equips you with hands-on tools to create effective scorecards, set clear quality targets, and monitor vital metrics including quality scores, First Call Resolution, Average Handle Time, Customer Satisfaction, and compliance rates. You will master conducting unbiased evaluations, reviewing sample calls, conducting root cause analysis, and developing focused coaching and implementation strategies to boost consistency, customer satisfaction, and overall performance in every interaction.
Elevify advantages
Develop skills
- Design effective quality scorecards with clear, actionable evaluation forms.
- Monitor and compute key call centre metrics such as quality, FCR, AHT, CSAT, and compliance.
- Conduct objective call reviews by listening, scoring, and noting evidence-based feedback.
- Identify root causes using 5 Whys, fishbone diagrams, and Pareto analysis to resolve issues swiftly.
- Implement QA initiatives through rollout planning, evaluator calibration, and structured coaching.
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
Your lessons 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 I don't need.
Mariana FerresPhotography Student
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The platform is fast, simple to use. The diversity of content and complementary videos help a lot with learning.
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