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Contact Center Quality Workshop

Call Cnter Quality Form Development Workshop course tagline
Course Description


Your quality monitoring program 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 program regardless of the channel, conduct effective calibration sessions, and deliver effective coaching and feedback. Attending this training will enable you to maximize the value that you get from your quality monitoring program.

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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

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: Varies

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 form to speak with your Account Manager.


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