Contact Center Quality and Development

Training Objectives

Participants will learn how to:

• Use the key metrics that indicate process health
• Closely track the call volumes and also listens to the calls to ensure call quality and accuracy of information and document feedback in a constructive manner and work with teams to improve call quality and other key metrics
• Continuously upgrade the skills and knowledge of CSR with respect to latest Omantel products and service offerings
• Identify opportunities for skill development on customer handling, product knowledge, IT awareness etc. to enhance their efficiency and effectiveness of customer management

Module Outlines

Module 1: Course Overview and Content

• Quality Assurance Best Practices in the Call Cente
• Creating a culture of continuous improvement
• External benchmarking is important
• Understand your processes and key metrics
• Exercise : Case Study

Module 2: Quality, Cost, Efficiency and Productivity

• A thorough understanding of “cost” in relation to quality , productivity and efficiency, and how to make strategic decisions affecting costs
• How to manage efficiency for assets and technology, facilities, staff and labor
• How to set efficiency targets, and which ones are critical
• Other important metrics, including utilization, occupancy and AHT, and how they are related to quality, cost, productivity and efficiency

Module 3: Quality: Common Pitfalls and How to Avoid Them

• Quality vs. Transaction Monitoring
• Critical and noncritical defects
• Customer-affecting critical errors
• Business-affecting critical errors
• Compliance critical errors
• Process level improvement
• Agent level improvement , Evaluate potential call center agent candidates for essential customer service skills
• Exercise: Case Study

Module 4: Quality Call monitoring ,CSR training and development

• Engagement in silent monitoring of live calls
• Focusing resources on high-value calls as well as routine calls
• Call scoring and evaluation forms and calibration
• Incorporating customer feedback
• Assessing the performance of individual agents, team, department and the call center as a whole and providing relevant metrics to all parties
• Creating a culture of continuous improvement by requiring peer-to-peer evaluations and self-evaluations of calls
• Providing concrete examples of how you would like the agent to improve
• Call Quality Monitoring Dos and Don’ts
• Improvement action plans
• Exercise: Case Study

Customized Learning

Leap To Success is offering a variety of learning options to meet current realities and can be adapted to suit your business needs. These options include variants of online, blended and on-site course formats.

Face To Face Learning

Enabling you to have a face to face interactive and engaging learning experiences led by renowned industry experts and thought leaders with extensive practical experience who will employ a variety of interactive learning techniques, including short high-impact videos, case studies, assessments, role plays, in addition to on-going support.

Virtual Learning Labs

Interactive online learning held in real-time using Zoom and are led by international subject matter experts who incorporate case studies, breakout rooms, guided practice, simulations and discussions to maximise your learning experience.

General Methodology

Similar to any L2S training program, this program offers an interactive learning experience in which will allow the delegates to reflect on their learning through an informative, indulging, and fun classroom experience. The design of the training session focuses on the following attributes.

• Concrete Experience: The delegates will learn by doing
• Reflective Observation: Reflecting on the newly experienced skill-set
• Abstract Conceptualization: Developing deeper understanding to the learned concepts
• Active Experimentation: providing the delegates with realistic tools that can be tested in the real life

Case studies will be customized to cover client’s specific operations