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Workshop
Overview
A growing number of clients
rely on Customer Contact Centers to manage mission-critical
processes. Every minute customer service providers witness
hundreds of 'moments of truth' that impact their client's
business. It makes it essential for them to have the processes
to religiously measure, track and improve the quality of the
work they do.
This course is designed to sensitize quality and operations
professionals to Quality Management and help achieve operational
excellence in day-to-day work.
This workshop offers participants the basic building blocks
for defining, measuring and improving service quality levels.
It also enables them to understand nuances of Transaction
Monitoring - as the critical measure of quality in CCCs.
The training uses contextual examples, case studies, and exercises
related to quality in BPO like Customer Satisfaction, Defect
Prevention, Transaction Quality, Process Improvement and Service
Levels.
Workshop
Objective
This workshop will help participants:
- Understand quality
related terms, concepts and business benefits like customer
satisfaction, service levels and productivity
- Know the organizational
and business context of quality and how the quality function
needs to align with business goals
- Appreciate need for
transactional monitoring and the dos and don'ts of it
- Use quality management
tools to measure and analyze metrics
- Identify trends and
generate improvement solutions
- Imbibe industry best
practices
- Increase readiness
to apply learning 'on the job' immediately
Who
Should Attend
This workshop is useful for implementers/ key managers
and supervisors interested in learning and applying the principles
of Quality Management.
- Quality managers
- Operations managers
- Transition managers
- Team leaders and Supervisors
- Client service managers
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