Course Outline
Course Agenda:
- 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
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
Introduction to Call Quality Assurance Part 1
Faculty:Dr. Jon Anton
Dr. Jon provides an introduction to call quality assurance in the context of call quality monitoring and coaching.
Introduction to Call Quality Assurance Part 2
Faculty:Dr. Jon Anton
Dr. Jon provides an introduction to call quality assurance in the context of call quality monitoring and coaching.
Impact of Call Handling on Company Image
Faculty:Dr. Jon Anton
Dr. Jon discusses the impact of call handling on company image in the context of call quality monitoring and coaching.
Importance of Superior Service on Customer-Perceived Value
Faculty:Dr. Jon Anton
Dr. Jon discusses the importance of superior service on customer-perceived value for agent coaching.
Hierarchy of Caller Needs
Faculty:Dr. Jon Anton
Dr. Jon explores the hierarchy of caller needs in relation to call quality monitoring and coaching.
Results from a One-Minute Survey
Faculty:Dr. Jon Anton
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
Recording Alternatives
Faculty:Dr. Jon Anton
Dr. Jon discusses recording alternatives for call recording.
When to Record Calls
Faculty:Dr. Jon Anton
Dr. Jon examines when to record calls in the context of call quality monitoring and coaching.
Which Calls to Record
Faculty:Dr. Jon Anton
Dr. Jon discusses which calls to record in the context of call monitoring and coaching.
How Long to Save Recorded Calls
Faculty:Dr. Jon Anton
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
Introduction to Call Monitoring
Faculty:Dr. Jon Anton
Dr. Jon explores an introduction to call monitoring.
Current Methods of Call Monitoring
Faculty:Dr. Jon Anton
Dr. Jon explores classic methods of call monitoring.
Why the Current Methods Are Not Optimal
Faculty:Dr. Jon Anton
Dr. Jon examines why the current methods are not optimal for call quality monitoring and coaching.
The Components of Call Monitoring
Faculty:Dr. Jon Anton
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
The Art of Agent Coaching
Faculty:Dr. Jon Anton
Dr. Jon discusses the art of agent coaching.
Who Should Coach Agents
Faculty:Dr. Jon Anton
Dr. Jon examines whos should coach agents.
How Often Do Agents Need to Be Coached
Faculty:Dr. Jon Anton
Dr. Jon discusses how often agents need to be coached in call centers.
What is the Best Way to Coach Agents
Faculty:Dr. Jon Anton
Dr. Jon examines the best way to coach agents.
Can the Caller Coach Possibly the Agent
Faculty:Dr. Jon Anton
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
Listening to the Voice of the Customer Part 1
Faculty:Dr. Jon Anton
Dr. Jon discusses listening to the voice of the customer in relation to the emerging model.
Listening to the Voice of the Customer Part 2
Faculty:Dr. Jon Anton
Dr. Jon discusses listening to the voice of the customer in relation to the emerging model.
Agent Performance at a New Level
Faculty:Dr. Jon Anton
Dr. Jon discusses agent performance at a new level for the emerging model.
Performance Compensation to Ensure Goal Achievement
Faculty:Dr. Jon Anton
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
What Does it Mean to Outsource Your Call Monitoring Activities?
Faculty:Dr. Jon Anton
Dr. Jon discusses what it means to outsource your call monitoring activities.
Improve the Number of Calls Monitored By Outsourcing
Faculty:Dr. Jon Anton
Dr. Jon discusses improving the number of calls monitored through outsourcing.
Why Outsource Call Monitoring
Faculty:Dr. Jon Anton
Dr. Jon examines reasons to outsource call monitoring.
An Example of An Outsourced Call Monitoring
Faculty:Dr. Jon Anton
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
Savings in Call Monitored Calls
Faculty:Dr. Jon Anton
Dr. Jon discusses savings for call monitored calls as it relates to ROI considerations.
Savings in Outsourced Monitored Calls
Faculty:Dr. Jon Anton
Dr. Jon examines savings in outsourced partner monitored calls as they relate to ROI considerations.
Requirements of the Major "Gate-keepers"
Faculty:Dr. Jon Anton
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.
Range of Solution Providers
Faculty:Dr. Jon Anton
Dr. Jon discusses range of solution providers.
Features and Functions
Faculty:Dr. Jon Anton
Dr. Jon discusses features and functions for quality monitoring solution providers.
Module 9 Conclusions
Module Objectives:
This module concludes the call quality monitoring and coaching course.
Conclusions
Faculty:Dr. Jon Anton
Dr. Jon concludes the module on call quality monitoring and coaching.
