Quality Management & Best Practice workshop

Quality management and best practices workshop is a 2-day modular programme, personalised to the unique requirements of your contact centre. Our comprehensive step-by-step approach will teach your managers & team leaders to integrate quality management, job mastery, time management and spirit and recognition with a proven management infrastructure based on Targets, Charting, Sharing data and Action (TCSA). The facilitator lead interactive sessions will also provide you with practical, proven tips and techniques on how to optimise your Contact Centre’s performance.

It is imperative, however, that time saved through automation should be used to maximise time spent accessing and improving individual performance. Foxglove Consults unique series of Performance Management Workshops provide a proven approach to formulating, measuring and communicating improvement processes that we motivate retain and heighten the performance of staff working in the contact centre environment. The Performance Management Series Workshops can be broken down into any number of modules and specialized to increase performance with any contact centres.

Course Content:

Key workshop topics are:

Quality Management

Your Managers and Team Leaders will learn how to:

• Demonstrate the synergy between productivity and quality.
• Design a holistic quality measurement process that measures the quality call & e-mail handling between agents and customers.
• Design a quality call & e-mail document.
• Develop a weighting system for calculating agent quality.
• Develop a productivity and quality matrix.
• Design a calibration process to ensure consistency in quality results.

Agent Job Mastery

Your Managers and Team Leaders will learn how to:

• Create a systematic inventory of agent skills required to ensure individual success and the knowledge needed to measure each agent’s abilities.
• Design and implement an agent knowledge and skill self-assessment form.
• Design and implement an agent personal development plan.
• Install a world class coaching process that turns team leaders into mentors for the agents.
• The roles and responsibilities of supervisors/team leaders in creating and maintaining a high performance work culture.
• Motivation and incentives.
• Sharing the productivity and quality data with the right message.
• Optimise one-on-one coaching sessions.

Time Management for Team Leaders

Your Managers and Team Leaders will learn how to:

• Identify the causes of time problems in contact centres.
• Design a step-by-step time management process that addresses administrative and coaching aspect of Team Leader’s jobs.
• Employ powerful contact centre time management principles and techniques.

Spirit and Recognition

Your Managers and Team Leaders will learn how to:

• Install a process to review, modify and improve the contact centre’s operations through incentives, recognition and rewards.
• Design a fair and equitable “spirit and recognition” program using a behavioral management approach.
• Communicate positive ideas and beliefs to motivate your team to higher performance.
• Differentiate motivational factors.