Service Quality Course
Enhance call centre operations through the Service Quality Mastery Course. Master call data analysis, create practical quality 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, balancing compliance and customer service, evaluating recordings for tone and empathy, scoring reliably, analysing data to identify issues, implementing improvements, coaching teams, and tracking gains in satisfaction and efficiency.
Elevify advantages
Develop skills
- Diagnose call quality issues swiftly with real data analysis.
- Develop concise QA checklists with measurable standards.
- Score calls uniformly, calibrate, and reduce bias.
- Transform insights into pilots, KPIs, and coaching strategies.
- Optimise KPIs like AHT, CSAT, FCR for superior service.
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 workloadWhat our students say
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