Call Center Training - Call Monitoring

Align the Call Center

"We recently surveyed our agents after their participation in the Contact Center training. The results were impressive: 100 percent rated the overall experience as being “valuable” with 85 percent giving it the highest rating of “very valuable”. Also, 100 percent found this selling model to be valuable with 80 percent rating it as “very valuable”, and 100 percent found the coaching methods and practices featured to be accurate and insightful."
Corporate Training Executive | Technology Company

Description:
The customer service experience needs continual monitoring to ensure that each interaction between contact center representatives and callers contributes to the caller’s financial success.

Team leaders are critical in observing calls and providing feedback. Often, their endeavors are supplemented by a quality assurance team whose primary function is to uphold the integrity of established criteria. Both team leaders and the quality assurance team are in the unique role of identifying the skills and performance gaps of representatives, and guaranteeing a more comprehensive understanding of what customers are experiencing. Communication of their findings to contact center management can prompt the change that will raise the bar of customer service and sales excellence.

Over a two-day engagement, LSA's Call Center Call Monitoring Session assists contact center managers in developing quality assurance guidelines and activities for quality observations. LSA Experts and Solution Experts work with managers to create a definitive action plan that:

1. Examines the effectiveness of the Call Observation Checklist
2. Evaluates the scoring that defines the success of calls
3. Determines the competencies and effectiveness of team leaders and the quality assurance team
4. Identifies alignment of thought among observers
5. Reviews feedback methodology

Objectives:

• More accurate identification of strengths and gaps in representatives’ performance
• More effective contact center representatives
• Improved contact center productivity and efficiency
• Increased customer service and sales results
• Enhanced credibility of the process

What's Included:

The Call Center Call Monitoring Session is designed to enhance current contact center processes. The following four areas are covered:

• A review of the Call Observation Guide
• Understanding of scoring and criteria
• Determination of feedback mechanism
• Discussion of calibration

Target Audience:
The Call Center Call Monitoring Session is for the contact center management team.
 

To speak with an LSA Expert to learn about the call center training - call monitoring program customization and delivery options for your company, please contact us.