Service Quality Course
Boost call center performance with the Service Quality Course. Learn to analyze call data, design practical quality checklists, coach agents with clear feedback, and use KPIs like CSAT, FCR, and AHT to drive measurable service improvements.

from 4 to 360h flexible workload
certificate valid in your country
What will I learn?
The Service Quality Course shows you how to design a practical call quality checklist, apply clear scoring rubrics, and balance compliance with customer-focused behaviors. Learn to evaluate recordings, detect tone and empathy, convert observations into reliable scores, and use simple data analysis to diagnose issues, design targeted improvements, coach effectively, and track measurable gains in satisfaction and efficiency.
Elevify advantages
Develop skills
- Diagnose call quality: spot root causes fast using real call data.
- Build lean QA checklists: define clear, measurable standards for every call.
- Evaluate calls consistently: score, calibrate, and avoid rater bias in QA.
- Turn insights into action: design quick pilots, KPIs, and coaching plans.
- Optimize call KPIs: balance AHT, CSAT, and FCR for better service quality.
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 workload.What our students say
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Course in PDF