Setting Up The Purrfect Customer Service QA Program

Learn about implementing conversation reviews over 12 videos.
New
Rating: 5.0 out of 5 (4 ratings)
341 students
59min of on-demand video
English
English

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

Requirements

  • Experience in a customer support setting

Description

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.

Who this course is for:

  • 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

Instructor

Educational content specialist
Riley Young
  • 5.0 Instructor Rating
  • 4 Reviews
  • 341 Students
  • 1 Course

Riley is a New Zealander based in Tallinn, Estonia. He is an educational content specialist at Klaus; a software company specialising in customer service quality assurance. He has previously held roles as a customer solutions expert and training and quality manager at Pipedrive CRM. Riley has a passion for improving the quality of customer support teams as well as e-learning.

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