Service Quality Course
Elevate call center operations through the Service Quality Mastery Course. Master call data analysis, create effective quality checklists, deliver precise agent coaching, and leverage KPIs such as CSAT, FCR, and AHT to achieve tangible enhancements in service delivery, customer satisfaction, and operational efficiency.

from 4 to 360h flexible workload
valid certificate in your country
What will I learn?
This course teaches designing practical call quality checklists, applying scoring rubrics, balancing compliance and customer behaviors, evaluating recordings for tone and empathy, scoring observations reliably, analyzing data to diagnose issues, implementing targeted improvements, coaching effectively, and tracking gains in satisfaction and efficiency.
Elevify advantages
Develop skills
- Diagnose call quality issues swiftly using actual call data to identify root causes.
- Develop streamlined QA checklists with precise, measurable standards for consistent evaluations.
- Conduct uniform call assessments by scoring, calibrating, and minimizing rater bias.
- Transform QA insights into actionable strategies including pilots, KPIs, and coaching initiatives.
- Enhance key performance indicators by optimizing AHT, CSAT, and FCR for superior service outcomes.
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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