Course Overview
Call Centre supervisors are constantly looking to improve employee performance. In Quality Call Monitoring, you will learn how to acquire and analyze performance through use of standardized measurements and side-by-side monitoring. You will also learn how to establish quality standards, implement and administer a quality evaluation system, and link the quality call-monitoring program with the coaching process.
Prerequisite(s)
- No prerequisites are required for this course.
Credits
0.5
- Retired
- This course has been retired and is no longer offered. Find other Flexible Learning courses that may interest you.
Learning Outcomes
At the end of this course, you should be able to:
- Define call monitoring and recognize its value when combined with coaching, training, and process improvement.
- Describe the overall benefits and challenges of a call monitoring program.
- Identify the most common myths surrounding the practice of call monitoring and be able to dispel them.
- List the different call monitoring methods and assess which method is best suited to a particular call centre.
- Explain the 11 stages of introducing and implementing a call monitoring program in a call centre.
Effective as of Spring/Summer 2010
Programs and courses are subject to change without notice. Find out more about BCIT course cancellations.