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.

When is the last time you took a long, hard look at your monitoring form? Is it outdated? Disorganized? Boring and lifeless? Your monitoring form can impact the accuracy of your quality program and affect agent acceptance of feedback and ratings. A creative and energetic monitoring form can invigorate your program by prioritizing and focusing on the right performance standards.

We’ll cover everything you’ll need to create a new form or refresh your existing one, including how to:

Involve the right people in designing the form
Solicit specific feedback from call center management and agents
Design an organized, easy-to-read form that will clearly communicate your performance standards
Set the performance categories and a rating system that will support your monitoring goals
Integrate the form with your monitoring technology
Celebrate the monitoring form! We’ll show you how to promote your monitoring form as the scorecard for quality in your call center.

Join us as we teach you how to boost your monitoring form to the next level and create a unique form that reflects your call center vision.

Seminar Outline

What a monitoring form is (and what it's not)
Spotlight on the form

Record call data
Space for coach's notes
Performance categories OR chronological flow
Performance standards
Rating scale and scoring

Six steps to monitoring form success

Identify appropriate resources
Create form
Test for validity
Roll out with pilot group
Celebrate!
Review for relevancy

Let your personality shine through!
Online considerations

Value added materials

Printable Slide Presentation
Monitoring Form Handout
Monitoring Form Sample
Email Monitoring Form Sample

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 thought the seminar was very enlightening and well presented. [The seminar leader] was very motivating and professional in her manner. [The seminar content was] very clear and concise. I'm anxious for the rest of the series. Well done!”

Ray Dryjanski, QA Supervisor, Pulte Homes