Quality Assurance Program Courses | ICMI
Empowering contact center excellence for 30 years!

Quality Form Development Workshop

Delivery Method

Date/Time

Price

Client Site Training
Bring this course to your facility.

$795

Contact ICMI

Your quality monitoring form has the potential to provide tremendous value to you, your organization, and your customers. This course will help you identify the components of an effective quality form regardless of the channel, conduct effective calibration sessions, and deliver effective coaching and feedback based on the quality form. Attending this training will enable you to maximize the value that you get from your quality monitoring program.


Who should attend
  • Supervisors
  • Managers
  • Quality personnel
What you will learn
  • The key elements of a quality monitoring form
  • Considerations for building a quality form
  • How to conduct effective calibration sessions with your quality form
  • Strategies for delivering actionable coaching and feedback based on your quality form
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List Price: $795

Course Duration: 1 Day

This is a 1 day instructor-led course delivered by

This is a 1 day instructor-led course delivered by ICMI Certified Associates. If you have questions about which course is right for you, an ICMI Account Manager is available to help. Complete the Request Information to speak with your Account Manager.

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Course Outline

Module 1 Creating a Great Form

  • Determining sources of input for your quality monitoring program
  • Identifying the purpose and objectives of your program
  • Determining roles and responsibilities
  • Setting performance standards
  • Foundation and finesse standards
  • Activities vs. results
  • Scoring considerations
  • Defining and documenting standards
  • What should be on the form


Module 2 Calibrating

  • Defining calibration
  • Developing a calibration process
  • 4 levels of calibration


Module 3 Implementing

  • Auditing your monitoring form
  • Introducing a new form
  • Implementation strategy
QuickPoll

Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
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