Description

The key to ensure Organisational Excellence in a Global Contact Centre/Service Delivery Context is a high impact quality assessment process that drives high performance from all stakeholders across the organisation.

The purpose of this workshop over the course of two and a half intense days is to introduce the Quality Team to the first of three concepts, Quality Assessment, Coaching for Sustainable Results, Managing the Exceptions and Optimising Results.

Course Outline

 Module One: Quality Management in an International v/s. Contact Centre

• What is Quality Management
• International standards
• Creating a Quality Assurance Strategy
• Positive Culture, Behaviours and Definitions
• Quality Assessment Forms
• Service vs. Compliance
• Traditional Methods of Measuring Quality in Call Centres
• Policies and procedures with regards to Quality Assessment
• Understanding Customer Satisfaction drivers and how Quality Assessment impacts of the bottom line
• Why Measure Quality and Performance?

Module Two: Quality Assessing

• What do we look at when measuring Quality
• Roles in Quality Management
• Knowledge, Values and Skills needed to effectively manage Quality
• The Quality Monitoring Process
• Quality Monitoring cycle
• Types of Quality Management
• Different Types of Monitoring
• Calibration

Module Three: Identifying Criteria and Measurement

• Business objectives v/s. KPI/A’s/ Balanced scorecard
• Key deliverables as specified (both Quantitative and Qualitative Indicators)
• How to effectively carry out measurement, set the targets and measures used in conjunction with stakeholders

Module Four: How to Manage Stakeholders Regarding Performance

• The Quality Management Process
• Setting Objectives
• Coupling Quality Assessment together with KPA/I’s/ Balanced scorecard to ensure compliance to reach Objectives Set
• Real time monitoring
• Role calibration can play at grass roots to develop trust Call Monitoring Process
• Art of Coaching
• Feedback
• Time Management
• Reward & Recognition Methods
• Technology
• Practical application