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Call centers follow certain standard procedures to ensure that customers receive the best possible service and agents are required to adhere to these guidelines when they are talking to customers. Initially, they are also evaluated by their supervisor based on certain metrics. This helps the company determine your readiness for the role and gives you an opportunity to obtain feedback. This course will explore two metrics: quality assurance and average handling time. It is the first in a series of courses on working at a call center for agents with a little more experience and it will teach you tips for scoring well on these metrics. Learning objectives: – Learn the meaning of quality assurance (QA) evaluation – Learn the four ways in which QA evaluation is conducted – Learn about how you are evaluated for your ability to resolve a customer’s issue – Learn tips for getting a high score in your QA evaluation – Learn the meaning of average handle time (AHT) – Learn tips for efficiently handling a customer’s complaint and scoring well on the AHT metric

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DisclaimerMany of the curated courses have been manually added into our Learning Management System, then enhanced with structure, descriptive, activities and consolidation,  referencing who the content creators are (where required). If you like the curated content from any creator and like their materials, please feel free to connect with them directly to explore their full libraries of paid programs. 

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