Call Center Training – Call Monitoring

Align the Call Center

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“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


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


  • 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.

We engaged with LSA Global to share best practices around Rapid Instructional Design and to develop, design, and deliver an session that taught our property owners the benefits of our Customer Loyalty program.

We found their experts to be collaborative, insightful, prepared, and nimble, especially given that the time frame for the project became compressed.

We look forward to continuing our strategic partnership.

Annmarie Fairweather
Vice President Brand Service

We engaged with LSA Global to support our Customer Service Improvement initiative to develop and enhance the awareness and importance of good customer service within our Corporate Business Services group. We wanted to deliver a solution that would positively influence and shape internal behaviors and customer behaviors.

LSA Global, through their partnership process, demonstrated their value proposition. By first understanding our desired outcomes, only then could an effective solution be designed and delivered. Their consultant was well prepared, engaging and really drove a cross-functional, multi-level audience, to see a “basic” concept in profound and impactful ways.  We will look to LSA Global for these and future needs.

Stanley Newman
Customer Service Manager


Having gone through many leadership development programs it can be said that my approach was reasonably skeptical at first. The analyst in me has concluded it was your method; which was almost conversational and so cleverly delivered I initially missed it, which is the mark of a great facilitator.

In the program several leadership tools were employed, props such as the familiar movie clip, interaction games with peers; the text and reference guides, the analysis and profile of team members by peers and facilitated conversation to name a few. These tools, created scenario based, referenced learning that could be immediately translated into the work place. That coupled with the follow-on coaching sessions have been the key to the development. I am pleased to have attended the LSA Global Program and even more so feel privileged to have had you as teacher and coach.

Edison Stephen
VP Customer Service


We engaged with LSA Global to train our Call Center Customer Service Managers and Team Leaders how to be effective coaches. We wanted our CSMs and TLs to be able to conduct the “hard” conversations around performance, to create a coaching environment that encourages our agents to be self-motivated, and ultimately to create a better experience for our consumers. LSA’s facilitator was able to tailor the content and deliver it in way that really demonstrated a deep understanding of our needs and left our CSMs and TLs wanting more!

Jane Pearson-Wray
Continuous Improvement Manager


We needed a way to improve customer training. We had to reach a disparate group of people in a very short period time. LSA gave us a new training methodology and a better way to go to market with our customer training that improved their experience and our brand positioning.

LSA delivered exactly what we needed and exceeded our expectations.  Thank you.

Hinda Chalew
Vice President of Marketing

We were all very impressed with LSA’s call center consulting efforts and extremely satisfied with the recommendations. Our intention is to take the many recommendations and implement them in our Call Center.

Ron Shell
SVP Business Development


We partnered with LSA Global to help us provide the most effective customer service skills for our associates. Guided by our Promoter Satisfaction scores, we sought to partner with an organization that could provide customer service training and consulting programs for a diverse set of employees, communicating with customers via phone, email and in person, and with varying levels of knowledge and tenure. I’ve already gotten emails from customers saying that they’re seeing a change.”

Field Service Leader


I want to personally thank you.  The effective presentations skills and leadership coaching  exceeded our expectations.

You gave our consultants practical tools and insights they could walk away with and immediately utilize.

Thank you for being so professional, yet fun, to work with.

Jennifer Morgans
VP Customer Experience

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