Program Details
Objectives :
- Know Quality Assurance (QA) purpose and process based on contact center best practice.
- Learn how to determine service quality attributes, create assessment form, calculate the number of samples and sampling methods in the QA process.
- Practice on how to do QA assessment.
- Learn and practice to perform observer calibration effectively.
- Learn how to provide feedback effectively through the coaching session by using the QA assessment.
Outline :
1. Contact Center QA
- Understanding Quality Contact Center.
- QA Objectives & Benefits.
- Contact Center Quality Cycle.
- Quality Assurance Process.
- Who does the QA observation?
- KPI QA.
2. Service Quality Standard
- Capture Voice of Customer.
- Identification of Quality Parameters and Attributes.
- Defining of Quality Attributes.
- Attribute Implementation Standards.
- Practice Setting Quality Standards.
3. QA Observation Method
- QA Scoring Method .
- Assessment Criteria.
- Attribute Rating.
- Prepare a QA Form.
- QA Observation Method.
- Exercise Conducting a QA Assessment.
4. Number of Sample & Sampling Method
- Principles of Calculation and Sampling .
- Sample Size Calculator.
- Calculating Sample Size and Reading QA Score.
- Sample Random Sampling.
- Benchmarking samples per CSR.
5. QA Analysis
- Agent Level Analysis.
- Process Level Analysis.
- Quantitative Analysis.
- Qualitative Analysis.
- Exercise QA Analysis.
6. QA Calibration
- Calibration Definition & Objectives.
- Calibration Benefits.
- Calibration Tool & Calibration Process.
- TIPS of Calibration.
- Role Play.
Other Information
Target Participants:
- Staff QA
- Manager
- Team Leader
- Supervisor
Duration : 2 Days Program
