Contact Centre Quality Program

Course Outline

Module 1: Introduction to Contact Centre Quality

• Overview of Contact Centre Operations
• Importance of Quality in Customer Service
• Key Performance Metrics (KPIs) in Contact Centres

Module 2: Quality Assurance Framework

• Defining Quality Standards
• Role of Quality Analysts and Supervisors
• Establishing Quality Assurance Processes

Module 3: Call Monitoring and Evaluation

• Call Monitoring Techniques
• Evaluation Criteria and Scoring Guidelines
• Providing Constructive Feedback

Module 4: Customer Experience and Satisfaction

• Understanding Customer Expectations
• Strategies to Enhance Customer Satisfaction
• Measuring Customer Feedback and Net Promoter Score (NPS)

Module 5: Communication and Soft Skills

• Active Listening and Empathy
• Effective Communication Techniques
• Handling Difficult Customers

Module 6: Compliance and Risk Management

• Understanding Regulatory Requirements
• Data Privacy and Security in Contact Centres
• Risk Mitigation Strategies

Module 7: Performance Improvement Strategies

• Coaching and Development Plans
• Motivating and Engaging Agents
• Continuous Improvement Techniques

Module 8: Reporting and Analysis

• Quality Reports and Dashboards
• Identifying Trends and Root Causes
• Implementing Action Plans for Improvement

Course Objectives

By the end of this course, participants will:

1. Understand the principles of contact centre quality management.
2. Learn how to monitor, evaluate, and improve agent performance.
3. Gain insights into enhancing customer satisfaction and loyalty.
4. Develop skills to provide effective coaching and feedback.
5. Learn compliance requirements and risk management best practices.
6. Implement performance improvement strategies for continuous development.

Learning Outcomes

Upon completion, participants will be able to:

• Apply quality assurance methodologies in a contact centre environment.
• Utilize call monitoring tools to assess and improve agent performance.
• Effectively communicate with and coach customer service agents.
• Identify key customer satisfaction drivers and implement improvement measures.
• Develop and analyze reports to drive quality enhancements.

Training Methodology

• Instructor-Led Training: Interactive sessions with experienced trainers.
• Case Studies & Role-Plays: Real-world scenarios to enhance learning.
• Hands-on Call Monitoring Practice: Live and recorded call analysis.
• Group Discussions & Workshops: Collaboration and knowledge sharing.
• Quizzes & Assessments: To gauge understanding and reinforce learning.
• Action Plan Development: Practical steps to implement quality improvements post-training.