Qualtrak has unrivaled experience in helping organizations of all sizes to implement robust quality monitoring and coaching processes. This leads to consistent and objective measurement, and achieving the full benefits and return on investment.
Quality Monitoring and coaching is recognized as an essential requirement for effective performance management. However the measurement and feedback processes need to be robust and effective if the ‘opportunity cost’ is to be achieved. Management recognize the importance of delivering a consistent customer experience in order to secure maximum first call resolution, customer retention, and maximum conversion and ‘sales through service’ revenues.
This requires having a call evaluation template that embraces the necessary skills, behaviors and processes associated with ‘right first time’ and projecting the organization’s Brand Values.
Qualtrak will design the call handling template and establish a formal call evaluation and coaching skills process. To ensure the improvement are sustained we will help you to introduce a formal accreditation process in these two important skills. Qcoach Learning will be used as the vehicle to deliver these services.