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:

Improve your teams CSAT scores
Ramp up your onboarding process for new employees
Identify weaknesses and training areas in your team
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

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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