Certified Contact Centre Quality Assurance Analyst (CCCQAA) Workshop
by ATCEN Sdn Bhd SKU
Brand: No Brand
Last update: Feb 25, 2022
| Wholesale Price Available | |
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| Buy 3 or more each | |
| MYR 2,100.00 each | |
| Guide |
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| 1 each : 1 Unit |
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Topic : Certified Contact Centre Quality Assurance Analyst (CCCQAA)
Platform : ZOOM
Duration : 14 Contact Hours (7 hrs/day)
Workshop Description
Quality assurance and monitoring refers to the process of listening to or observing an agent’s interaction points with customers to establish and evaluate the quality of the interaction.
The process of incident management, from detection, recording and closure in Contact Centres is essential in assuring the standards of service experience delivery. This is also the most effective method for tracking and improving processes, identify agent skills, process efficiency and is the Quality Control factor of all interactions and the overall level of service delivery within the operational calling floor.
Agent motivation levels can improve when interactions are monitored accurately, not only can it improve the customer experience, it can also improve overall contact Centre performance, reduce callbacks, focus training efforts, identify process improvement opportunities and facilitate employee development.
Therefore, a Contact Centre’s quality assurance/ monitoring program is an essential element in providing excellent service to customers. Quality interactions help retain your customers and grow the business.
This certification qualifies the QA analyst to maximize the necessary elements in understanding, designing, implementing and managing a quality management program to ensure consistent, high quality sales/service information accuracy, quality management and great customer experience.
Workshop Learning Objectives
- Ensure Contact Centre Quality Assurance is aligned with business goals of the Contact Centre;
- Create and enhance awareness of Contact Centre quality assurance and monitoring;
- Learn key concepts about quality monitoring;
- Understand how quality monitoring is the key factor in determining the actual customer experience and improving on it;
- Monitoring and identifying of common customer issues (FAQs)
- Standardizing multi-channel communications with Customers;
- Manage individual development effectively.
Who Should Attend?
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Entry and Mid-Level Contact Centre Professionals
Trainer
- Ken Ng, CX Architect, Contact Centre Mentor, Human Performance Advocate
Terms and Condition
- Redemption period: Valid for 6 months from date of purchase on the JP platform. Any cancellation to a workshop is valid up to 24 hours before the training starts. After that, no redemption will be entertained. We will allow for a postponement to the next available session or replacement of the participant if it is a workshop.
- Location/Platform to Conduct Service: Session will be conducted Online through Zoom. Link will be provided upon confirmation of registration by email.
- Duration of the Service: Each session will be as stated in the product description.
- Coverage Areas: Valid for any person in South East Asia.
- Appointment Request: Request for appointment is to be made at least 7 working days prior to the desired appointment date.
- Details Needed for Redemption: Participants must provide details such as Full Name, Contact Number, details of purchase for redemption.
Questions & Answers (0)
Delivery Information
Standard Delivery
5-7 working days