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Service Quality Course

Service Quality Course
4 to 360 hours 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'll learn to assess call recordings, identify tone and empathy issues, produce accurate scores, analyse data to pinpoint problems, implement targeted fixes, coach teams well, and monitor gains in customer satisfaction and efficiency.

Elevify advantages

Develop skills

  • Diagnose call quality issues swiftly using actual call data to uncover root causes.
  • Develop streamlined QA checklists with precise, measurable criteria for calls.
  • Assess calls reliably by scoring, calibrating, and minimising evaluator bias.
  • Transform data insights into practical actions like pilots, KPIs, and coaching strategies.
  • Refine call centre KPIs by harmonising 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.
Workload: between 4 and 360 hours

What our students say

I was just promoted to Intelligence Advisor for the Prison System, and the course from Elevify was crucial for me to be the chosen one.
EmersonPolice Investigator
The course was essential to meet the expectations of my boss and the company I work for.
SilviaNurse
Really great course. Lots of valuable information.
WiltonCivil Firefighter

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