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Service Quality Course

Service Quality Course
from 4 to 360h flexible workload
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, identifying tone and empathy cues, 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 by identifying root causes from actual call recordings.
  • Develop streamlined QA checklists with precise, quantifiable criteria for consistent call assessments.
  • Conduct uniform call evaluations through scoring, calibration techniques, and bias mitigation strategies.
  • Convert analytical insights into practical steps like pilot programmes, KPI tracking, and tailored coaching initiatives.
  • Refine call performance metrics by optimising AHT, CSAT, and FCR to enhance overall service standards.

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.
Workload: between 4 and 360 hours

What our students say

I was just promoted to Prison System Intelligence Advisor, and the course from Elevify was crucial for me to be the chosen one.
EmersonPolice Investigator
The course was essential to meet the expectations of my boss and the company I work for.
SilviaNurse
Very great course. Lots of rich information.
WiltonCivil Firefighter

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