Setting Up The Purrfect Customer Service QA Program
Setting Up The Purrfect Customer Service QA Program, available at Free, has an average rating of 4.65, with 12 lectures, based on 39 reviews, and has 1164 subscribers.
You will learn about Determine who will perform your conversation reviews Understand how many conversations you should be reviewing Identify your quality criteria and choose your rating categories Select the correct rating scales for your review program Understand calibration goals and process Plan communications around program launch Successfully launch your customer support QA program This course is ideal for individuals who are Customer support reps interested in support quality or Support managers wanting to improve their support quality or Heads of support who want to implement a QA program or Support QA specialists who want to refresh their skills It is particularly useful for Customer support reps interested in support quality or Support managers wanting to improve their support quality or Heads of support who want to implement a QA program or Support QA specialists who want to refresh their skills.
Enroll now: Setting Up The Purrfect Customer Service QA Program
Summary
Title: Setting Up The Purrfect Customer Service QA Program
Price: Free
Average Rating: 4.65
Number of Lectures: 12
Number of Published Lectures: 12
Number of Curriculum Items: 12
Number of Published Curriculum Objects: 12
Original Price: Free
Quality Status: approved
Status: Live
What You Will Learn
- Determine who will perform your conversation reviews
- Understand how many conversations you should be reviewing
- Identify your quality criteria and choose your rating categories
- Select the correct rating scales for your review program
- Understand calibration goals and process
- Plan communications around program launch
- Successfully launch your customer support QA program
Who Should Attend
- Customer support reps interested in support quality
- Support managers wanting to improve their support quality
- Heads of support who want to implement a QA program
- Support QA specialists who want to refresh their skills
Target Audiences
- Customer support reps interested in support quality
- Support managers wanting to improve their support quality
- Heads of support who want to implement a QA program
- Support QA specialists who want to refresh their skills
Starting from scratch – our first quality assurance course!
Boost your customer service team to its fullest potential. Join Riley, Klaus’ educational expert, to learn about implementing conversation reviews, step-by-step over 12 videos.
Quality assurance isn’t exclusively for engineering teams. Customer support and all other customer facing teams can benefit from a dedicated QA program. This course will help you understand what is needed to create your very own review program as well as give you handy tips and tricks that will help you launch your review program successfully.
Quality assurance for customer service can:
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Improve your teams CSAT scores
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Ramp up your onboarding process for new employees
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Identify weaknesses and training areas in your team
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Show trends in your teams performance overtime
You shouldn’t rely solely on CSAT to determine the quality of your support. Some customers never leave CSAT, and others may be influenced by factors outside of your support teams control. By tracking your internal quality score (IQS) you can judge the quality of your support based on your own criteria. Adding IQS to your already tracked metrics such as CSAT will provide you with a more holistic view of your teams performance.
This course is made of 6 lessons, with each lesson comprising of 2 videos. Each lesson also has accompanied lesson resources that will help you on your path to building your own QA program.
Course Curriculum
Chapter 1: Who should do conversation reviews?
Lecture 1: QA specialist reviews & manager reviews
Lecture 2: Self-reviews & peer reviews
Chapter 2: How many conversations should you review?
Lecture 1: Guidelines
Lecture 2: Examples
Chapter 3: What categories to use?
Lecture 1: Category options
Lecture 2: Category settings
Chapter 4: Which rating scale to use?
Lecture 1: The binary and three-point scale
Lecture 2: Four, five, 7- and 11-point scales
Chapter 5: Calibration sessions
Lecture 1: Three approaches
Lecture 2: Goals, frequencies and results
Chapter 6: How to communicate to the team
Lecture 1: Pre-launch
Lecture 2: Post-launch
Instructors
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Riley Young
Educational content specialist
Rating Distribution
- 1 stars: 1 votes
- 2 stars: 0 votes
- 3 stars: 4 votes
- 4 stars: 10 votes
- 5 stars: 24 votes
Frequently Asked Questions
How long do I have access to the course materials?
You can view and review the lecture materials indefinitely, like an on-demand channel.
Can I take my courses with me wherever I go?
Definitely! If you have an internet connection, courses on Udemy are available on any device at any time. If you don’t have an internet connection, some instructors also let their students download course lectures. That’s up to the instructor though, so make sure you get on their good side!
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