Course Title: How to Design a Quality Assurance Program for Customer Service Excellence
Duration: 2 days (9:00AM to 17:30PM each day)
Target Audience:
All Service Management & Contact Centre Leadership, Service Quality, Quality Assurance, Human Resources and anyone involved in Quality Management and outcomes.
Overview:
An effective Quality Assurance Program drives a variety of strategic objectives including enhanced Customer Experience, better Frontline Engagement, empowered Team Leaders, improved Training curriculums and ongoing innovation in Quality standards.
It’s simple – a weak Quality Assurance Program results in weak Service. Fortunately, it works the other way – strong Service flows from a strong Quality Assurance program.
Some people think that Quality Assurance means auditing Service for improvement. But the process begins way before auditing begins.
It begins with understanding a culture of Service, how to put together a strong Service Vision, and develop clear standards and provide for continuous measurement & improvement through strong a strong VOC framework.
This course provides an incredibly structured approach to designing, implementing and continuously improving an effective Quality Assurance Program – whether your program is already in place or is brand new.
This is not a theoretical course!
Participants will be required to work through a number of logical ‘steps’ including setting a Service Vision, selecting & defining Quality standards, establishing an internal measurement logic, designing Quality Assurance reports and communicating outcomes.
We even touch on the roles of Transactional Coaching, Mystery Shopper and VOC as sources of input for your Quality Assurance Program.
The Participant Guide for this course is extensive and contains samples of Quality Standard definitions, Monitoring Forms, Design Checklists and more to help you with your own unique Quality Assurance Program.
Learn with Six Powerful Modules:
You’ll learn how to design a powerful Quality Assurance program over six core modules:
Module 1: Understanding a Performance Culture
- Understand the role of management in creating a performance culture
- Understand the drivers of employee engagement and disengagement
Module 2: Deciding what kind of Service you plan to deliver
- Understanding how to use the Organisation’s Mission, Vision and Values
- Creating a Service Vision to guide your decisions & create alignment
- Understanding the 2 Sources of input for choosing Quality Standards
- Understanding the role of Customer Expectations for specific types of service and interactions and how to map those expectations into defining your Performance Standards
- Identifying the difference between Activity-Based and Outcome-Based Standards and why that matters to your performance
- Understanding Compliance based measures vs. Calibre based measures and why it matters
- Understand how to document Performance Standards clearly and effectively to ensure calibration both within and external to the Contact Centre & Customer touchpoints
Module 3: Making your Quality Assurance Form work for you
- Considering the 5 classic Form Designs including the pros & cons
- What are the tips that QA use to get the score right the first time
- Learn how to conduct effective Calibration sessions
- The role of Level 2 & Level 3 Quality Evaluation – you don’t always need a scorecard
- Evaluation of Form samples
Module 4: Monitoring Quality – what we need to know
- Who should do it?
- How often should we do it?
- How should we do it?
- What should we monitor?
- What tools should we use?
- What are the other strategic purposes of Monitoring and how can we accommodate those as well?
- Ultimately making Monitoring & Measuring reality more efficient and effective
Module 5: The role of Coaching – what we need to know
- Who should do the coaching? Service Quality? Team Leaders?
- How to clear up the tension that can exist between QA & Team Leaders
- How many calls or emails or text chats, etc. should we do per Agents?
- What is the difference between ‘coaching’ and ‘judging’?
- How do I develop Agent performance reports and what is the best way to present these?
- What is ‘praise’ and how does it differ from coaching?
Module 6: The role of the Service Audit & VOC
- Using Surveys to capture VOC
- Using Mystery Shopper to capture
- An overview of Quantitative & Qualitative Research
The course is facilitated by Daniel Ord, CCXP – an internationally renowned Trainer & Speaker in Customer Experience, Customer Service & Contact Centres.
The course is hosted by the CX Central Group Australia and you can learn more by visiting the link.
Author: Rachael Trickey
Published On: 5th Dec 2019 - Last modified: 5th May 2020
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