Service Quality Course
Elevate your call centre operations through the Service Quality Mastery Course. Gain expertise in dissecting call data, crafting efficient quality assurance checklists, delivering precise coaching feedback to agents, and leveraging key performance indicators such as CSAT, FCR, and AHT to achieve quantifiable advancements in service delivery and performance metrics.

4 to 360 hours of flexible workload
certificate valid in your country
What Will I Learn?
This course equips you with skills to create effective call quality checklists, implement precise scoring systems, and harmonise compliance with customer-centric practices. You will master evaluating call recordings, assessing tone and empathy, transforming evaluations into accurate scores, and employing straightforward data analysis to pinpoint problems, devise focused enhancements, coach proficiently, and monitor tangible improvements in customer satisfaction and operational efficiency.
Elevify Advantages
Develop Skills
- Diagnose call quality issues swiftly using actual call recordings.
- Develop streamlined QA checklists with precise, quantifiable criteria.
- Conduct uniform call evaluations, scoring accurately while minimising bias.
- Convert data insights into practical actions like pilots, KPIs, and coaching.
- Refine call performance metrics, optimising AHT, CSAT, and FCR effectively.
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
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 switch chapters and skip content I don't need.

Mariana FerresPhotography Student
I like the content and the way videos are presented and transcribed, which speeds up the process!

Luciana AlvarengaNail Design Student
The platform is fast, simple to use. The diversity of content and complementary videos really help with learning.

André FelipePrompt Engineering Student
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