Purpose

This activity is designed to develop options and skills for monitoring and measuring the quality of telephone calls in your Contact Centre.

Benefits

Rating the quality of the calls in your Centre is a central part of developing performance standards and providing quality service.

Related Solutions

Audience

For Call and Contact Centre Managers or those wishing to develop the skills to manage a centre.

Learning method

Practical. Part 1 helps develop the necessary standards for monitoring the quality of calls; Part 2 points you in the right direction for rating the quality of calls.

Time to Complete

20 minutes

Length

9 pages

Participants

1

Price

£5 Pounds Sterling
(inc. VAT)