Service Quality Course
Enhance call centre operations through the Service Quality Mastery Course. Master call analysis, create practical QA checklists, deliver precise agent coaching, and leverage KPIs such as CSAT, FCR, and AHT to achieve tangible improvements in service delivery and performance metrics.

from 4 to 360h flexible workload
valid certificate in your country
What will I learn?
This course teaches designing effective call quality checklists, using scoring rubrics, evaluating recordings for tone and empathy, scoring reliably, analysing data to identify issues, implementing improvements, coaching teams, and tracking gains in customer satisfaction and efficiency.
Elevify advantages
Develop skills
- Diagnose call issues swiftly with real data analysis.
- Develop concise QA checklists with measurable criteria.
- Score calls uniformly while minimising bias.
- Convert data insights into pilots, KPIs, and coaching.
- Optimise KPIs balancing AHT, CSAT, and FCR effectively.
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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