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

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.What our students say
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