Call Center Call Quality Monitoring and Coaching

Course Description:

- Introduction to Call Monitoring and Coaching
- Call Recording
- Call Monitoring, Scoring and Evaluating
- Agent Coaching
- The Emerging Model
- Call Evaluation Outsourcing
- ROI Considerations
- Quality Monitoring Solution Providers
- Conclusions
- Course takes about 2.5/3 hours
- At the end of each Module there is a quiz
- After completing all modules there is a final online test to pass the course

Module 1 Introduction to Call Monitoring and Coaching

Module Objectives:

Introduction to Call Monitoring and Coaching with the following learning objectives:
- Introduction to call quality assurance
- Impact of call handling on company image
- Importance of superior service on customer- perceived value
- Hierarchy of caller needs
- Results from a one- minute survey

Faculty	Topic	Description
Dr. Jon Anton	Introduction to Call Quality Assurance Part 1	Dr. Jon provides an introduction to call quality assurance in the context of call quality monitoring and coaching.
Dr. Jon Anton	Introduction to Call Quality Assurance Part 2	Dr. Jon provides an introduction to call quality assurance in the context of call quality monitoring and coaching.
Dr. Jon Anton	Impact of Call Handling on Company Image	Dr. Jon discusses the impact of call handling on company image in the context of call quality monitoring and coaching.
Dr. Jon Anton	Importance of Superior Service on Customer-Perceived Value	Dr. Jon discusses the importance of superior service on customer-perceived value for agent coaching.
Dr. Jon Anton	Hierarchy of Caller Needs	Dr. Jon explores the hierarchy of caller needs in relation to call quality monitoring and coaching.
Dr. Jon Anton	Results from a One-Minute Survey	Dr. Jon discusses the results from a one-minute survey for call quality monitoring and coaching.

Module 2 Call Recording

Module Objectives:

Call Recording with the following learning objectives:
- Recording alternatives
- When to record calls
- Which calls to record
- How long to save recorded calls

Faculty	Topic	Description
Dr. Jon Anton	Recording Alternatives	Dr. Jon discusses recording alternatives for call recording.
Dr. Jon Anton	When to Record Calls	Dr. Jon examines when to record calls in the context of call quality monitoring and coaching.
Dr. Jon Anton	Which Calls to Record	Dr. Jon discusses which calls to record in the context of call monitoring and coaching.
Dr. Jon Anton	How Long to Save Recorded Calls	Dr. Jon discusses how long to save recorded calls in relation to call quality monitoring and coaching.

Module 3 Call Monitoring, Scoring and Evaluating

Module Objectives:

Call Monitoring, Scoring and Evaluating with the following learning objectives:
- Introduction to call monitoring
- Classic methods of call monitoring
- Why the current methods are not optimal
- The components of call monitoring

Faculty	Topic	Description
Dr. Jon Anton	Introduction to Call Monitoring	Dr. Jon explores an introduction to call monitoring.
Dr. Jon Anton	Current Methods of Call Monitoring	Dr. Jon explores classic methods of call monitoring.
Dr. Jon Anton	Why the Current Methods Are Not Optimal	Dr. Jon examines why the current methods are not optimal for call quality monitoring and coaching.
Dr. Jon Anton	The Components of Call Monitoring	Dr. Jon discusses the components of call monitoring.

Module 4 Agent Coaching

Module Objectives:

Agent Coaching with the following learning objectives:
- The art of agent coaching
- Who should coach agents
- How often do agents need to be coached
- What is the best way to coach agents
- Can the caller possibly coach the agent

Faculty	Topic	Description
Dr. Jon Anton	The Art of Agent Coaching	Dr. Jon discusses the art of agent coaching.
Dr. Jon Anton	Who Should Coach Agents	Dr. Jon examines whos should coach agents.
Dr. Jon Anton	How Often Do Agents Need to Be Coached	Dr. Jon discusses how often agents need to be coached in call centers.
Dr. Jon Anton	What is the Best Way to Coach Agents	Dr. Jon examines the best way to coach agents.
Dr. Jon Anton	Can the Caller Coach Possibly the Agent	Dr. Jon examines if the idea of the caller coaching the agent?

Module 5 The Emerging Model

Module Objectives:

The Emerging Model with the following learning objectives:
- Listening to the voice of the customer
- Agent performance at a new level
- Performance compensation to ensure goal achievement

Faculty	Topic	Description
Dr. Jon Anton	Listening to the Voice of the Customer Part 1	Dr. Jon discusses listening to the voice of the customer in relation to the emerging model.
Dr. Jon Anton	Listening to the Voice of the Customer Part 2	Dr. Jon discusses listening to the voice of the customer in relation to the emerging model.
Dr. Jon Anton	Agent Performance at a New Level	Dr. Jon discusses agent performance at a new level for the emerging model.
Dr. Jon Anton	Performance Compensation to Ensure Goal Achievement	Dr. Jon discusses performance compensation to ensure goal achievement.

Module 6 Outsourcing All or Part of Call Evaluations

Module Objectives:

Call Evaluation Outsourcing with the following learning objectives:
- What does it mean to outsource your call monitoring activities
- Can you improve the number of calls monitored by outsourcing
- Why outsource call monitoring
- An example of an outsourced call monitoring

Faculty	Topic	Description
Dr. Jon Anton	What Does it Mean to Outsource Your Call Monitoring Activities?	Dr. Jon discusses what it means to outsource your call monitoring activities.
Dr. Jon Anton	Improve the Number of Calls Monitored By Outsourcing	Dr. Jon discusses improving the number of calls monitored through outsourcing.
Dr. Jon Anton	Why Outsource Call Monitoring	Dr. Jon examines reasons to outsource call monitoring.
Dr. Jon Anton	An Example of An Outsourced Call Monitoring	Dr. Jon examines an example of an outsourced call monitoring.

Module 7 ROI Considerations

Module Objectives:

ROI Considerations with the following learning objectives:
- Savings in caller monitored calls
- Savings in outsourced partner monitored calls
- What the major financial gatekeepers require

Faculty	Topic	Description
Dr. Jon Anton	Savings in Call Monitored Calls	Dr. Jon discusses savings for call monitored calls as it relates to ROI considerations.
Dr. Jon Anton	Savings in Outsourced Monitored Calls	Dr. Jon examines savings in outsourced partner monitored calls as they relate to ROI considerations.
Dr. Jon Anton	Requirements of the Major "Gate-keepers"	Dr. Jon discusses what the major financial gatekeepers require in relation to ROI considerations.

Module 8 Quality Monitoring Solution Providers

Module Objectives:

This module explores the range of solution providers for quality monitoring and how to use them.

Faculty	Topic	Description
Dr. Jon Anton	Range of Solution Providers	Dr. Jon discusses range of solution providers.
Dr. Jon Anton	Features and Functions	Dr. Jon discusses features and functions for quality monitoring solution providers.