Business Systems are specialists in helping
contact centres, help desks, telephone sales organisations and
any other organisations wishing to improve the quality of customer
service given via the telephone or via web communications.
Providing consultants that are experts in the field of quality management
in many types of call centres, Business Systems offers quality theory
training for anyone involved in running or participating in a quality
improvement programme. This training will help promote and ensure best
practice and consistency to all managers involved in a quality programme.
Key features of Quality Assurance Theory
Training
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Gaining a true understanding of the importance
of quality, what it is, and the relationship between quality
and quantity measurements. |
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Understanding the Dos and Don’ts of
agent quality monitoring. |
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Quality and service levels. How quality measurements
benefit quantity measurements (ACD, sales and CRM statistics) |
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Introduction to evaluating, reviewing and providing feedback. |
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Understanding how to start calculating return
on investment for Quality Assurance. |
Additional training is also available to help senior managers, supervisors
or team leaders to review current practices and identify business needs,
giving them clear recommendations in all aspects of their quality management
programme.
Click here for more information
on Development Needs Analysis (DNA).
Our consultants also provide hands-on assistance in developing or improving
a quality assurance programme, helping define key objectives and ensuring
these are met by linking people, processes and technology together in
harmony. Click here for more information on Quality Assurance Set-up
or Customisation.
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