Service Quality Course
Elevate call centre performance 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 and operational efficiency.

from 4 to 360h flexible workload
certificate valid in your country
What will I learn?
This course teaches designing practical call quality checklists, applying scoring rubrics, balancing compliance and customer behaviours, evaluating recordings for tone and empathy, scoring reliably, analysing data to diagnose issues, implementing improvements, coaching effectively, and tracking satisfaction and efficiency gains.
Elevify advantages
Develop skills
- Diagnose call quality issues swiftly using actual call data.
- Develop concise QA checklists with clear, measurable criteria.
- Assess calls uniformly, calibrate scores, and minimise bias.
- Transform insights into targeted pilots, KPIs, and coaching strategies.
- Optimise KPIs like AHT, CSAT, and 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 workload.What our students say
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