Service Quality Course
Elevate your call centre operations through the Service Quality Mastery Course. Gain expertise in scrutinising call data, developing practical quality assurance checklists, providing agents with precise feedback for coaching, and leveraging key performance indicators such as CSAT, FCR, and AHT to achieve tangible improvements in service delivery and efficiency.

flexible workload from 4 to 360h
valid certificate in your country
What will I learn?
This course equips you with skills to create effective call quality checklists, implement scoring rubrics, and harmonise compliance with customer-centric practices. You will master evaluating call recordings, assessing tone and empathy, transforming evaluations into accurate scores, and employing basic data analysis to pinpoint problems, craft focused enhancements, deliver impactful coaching, and monitor gains 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.
- Assess calls uniformly, calibrate scores, and minimise evaluator bias.
- Convert data insights into practical actions like pilots, KPIs, and coaching.
- Refine call performance metrics balancing AHT, CSAT, and FCR effectively.
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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