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CALL QUALITY CALIBRATION ACROSS THE ENTERPRISE FOR CALL CENTER COACHES AND QUALITY TEAMS
Who should attend?
This workshop is a hands-on session for intact call center teams of managers, supervisors and team leads (coaches). The workshop is designed to calibrate call quality standards and insure to what degree calls meet performance expectations. A master facilitator observes and facilitates the process and gives feedback/coaching to each participant and to the team.
What will you learn?
Utilizing a call evaluation form, coaches listen to agent's live or taped calls. Calls are then evaluated against established call quality standards using a call quality evaluation form. The coaches evaluate to what extent the call met quality standards and calibrate their "ratings" to insure uniform evaluations. They also agree on the appropriate feedback for the agent.
Key Learning Points
This workshop is interactive and involves team building exercises, group discussion, brainstorming, practice and the situational application of skills. Students are totally involved in the learning process.
Prerequisites: Coaching Skills for Call Center Leaders
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