Best Practices for Effective Call Center Quality Assessment

Is your Quality Assurance program measuring up with the best? Let this webinar reveal you the essentials of a topnotch QA program.

Call Center Quality is more than just tagging scores on an agent’s performance. While metrics can be reliable, they don’t fully monitor the overall dynamics between agent and customer. An effective Quality Assurance program is dependent on finding out the “complete picture” of every call, including the “unmeasurable” elements, and that’s why contact centers are struggling to find the winning formula behind Quality Assurance.

Beneficial to contact center managers, supervisors and QA professionals, this 1 1/2 hour webinar will reveal how to get the most out of capturing, analyzing, reporting and coaching for Quality Assessment purposes. You will learn about:

• Defining your program goals
• Balancing call quality and call metrics
• The Common Scorecard pitfalls
• Successful calibration
• The bottom line in data reporting

Our expert speaker, Tom Vander Well has been providing Quality Assessment (QA) in contact centers before “your call may be monitored” was a common phrase to consumers. For the past 17 years, he has been on the cutting edge of this developing discipline.

He is a partner and Vice President of c wenger group, a consulting firm in Des Moines, Iowa, USA that helps companies like Volvo, John Deere and Principal Financial Group, measure and improve service quality in their contact centers. His group incorporates Customer Satisfaction Research, Quality Assessment and Training into a cycle of continuous improvement.

Tom has become a popular speaker on the subjects of QA and Customer Service. He also writes a blog (www.qaqna.com) that has been called the “Best Call Center Blog” by a leading industry magazine.

Date: February 17, 2009

Time: 9:00 PM - 1030 PM Philippine Time

Venue: Your Home or Office (Online Seminar / Webinar)

Your Investment:PhP 1,500 / $35.00 (Regular Rate)

PhP 1,200 / $29.00 (Early Bird Rate - registration / payment before Feb 1, 2009)

* for big groups, email us at info@proforamedia.com or call 63.2.3767040 for special rates!

Limited seats! Reserve your seat now!