Customer Service Quality Course
This course provides essential skills for improving customer service quality through scorecard creation, KPI monitoring, objective analysis, root cause identification, and QA program implementation.

4 to 360 hours of flexible workload
certificate valid in your country
What Will I Learn?
The Customer Service Quality Course equips you with practical tools to create clear scorecards, set measurable quality targets, and monitor key metrics such as quality score, FCR, AHT, CSAT, and compliance. Discover how to conduct impartial evaluations, review sample interactions, carry out root cause analysis, and develop focused coaching and implementation plans that enhance consistency, satisfaction, and performance in every interaction.
Elevify Advantages
Develop Skills
- Build call quality scorecards: design clear, practical evaluation forms quickly.
- Track call centre KPIs: calculate quality, FCR, AHT, CSAT and compliance.
- Analyse calls objectively: listen, score, and comment with evidence-based notes.
- Find root causes: use 5 Whys, fishbone and Pareto to resolve quality issues swiftly.
- Launch QA programmes: plan rollout, calibrate evaluators, and drive coaching cycles.
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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