Call Center Training - Call Center Learning Solutions, training the voice of your business with on-site courses, online courses,web seminars, and e-learning call simulations.

Specific and measurable agent performance standards are the cornerstone of a successful monitoring program. Lay the groundwork for your program by establishing agent performance standards that drive quality contacts. Whether you’re creating new performance objectives or want to revitalize your existing standards, this seminar will help you determine the performance targets that will best communicate your priorities.

You’ll learn to:

Establish clear, valid and measurable performance standards which align with your call center’s objectives
Inspire agents to achieve quality excellence
Create flexible measurements that encourage continuous improvement
Get agent feedback and buy-in for maximum impact
Effectively communicate performance standards to your agents and the entire organization
Customize your performance standards for measuring written and Web communication quality

This seminar will provide you with the tools you need to create results-oriented performance standards that will energize your monitoring program.

Seminar Outline

What are results-oriented performance standards?
The motivational effect
Five steps to creating the right performance measurements

Determine sources of input and feedback
Identify results-oriented standards
Document, document, document
Communicate, communicate, communicate (and celebrate)
Monitor and update

Two types of performance standards

Foundation standards
Finesse standards

Online considerations

Value added materials

Printable Slide Presentation
Sample Monitoring Form
Performance Standards Exercise
“Are You Monitoring the Customer Promise?”
“Are You Setting Clearly Defined Monitoring Goals?”
“Continental Cablevision Converts Customer Needs into Performance Standards”

Who should attend?

Managers, supervisors, QA specialists and coaches who are responsible for quality monitoring in the call center. The material in this seminar is at an intermediate level.

Pricing

Pricing is per computer connection, not per person. Many companies attend these sessions in conference rooms to allow as many participants as possible to attend at the same low price.

Use this page to register for Part 2 only of this series. Register for Part 3 individually.

Unable to attend any of these dates? We have a recording of this seminar that you can play back on demand for the same low price. To order the recording please contact us.

Date:	Price:
Live Seminar Recording	$299.00

Testimonials:

"I was amazed at how Rebecca managed to keep my interest when I could only hear her and not see her. She managed to keep my interest throughout the 2 hrs."

Lana Lackey, Supervisor, Inside Sales, The Ottawa Citizen

“I loved this seminar and look forward to attending many others in the future.”

Kristen Ruggiero, Customer Service Manager, United Liquors, Ltd.