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[Paid Training] Basic Quality Monitoring

168Solution

Thursday, September 19, 2019 from 8:30 AM to 4:30 PM (WIB)

[Paid Training] Basic Quality Monitoring
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Ticket Information

Type End Quantity
PENDAFTARAN   more info Sep 19, 2019 Free  

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Event Details

Pemantauan atau penilaian kualitas memegang peranan penting di Contact Center baik Inbound maupun Outbound, untuk memastikan pelayanan yang diberikan kepada pelanggan sesuai standar yang diinginkan oleh perusahaan.

Pelatihan Basic Quality Monitoring difokuskan kepada konsep dasar pelaksanaan Quality Monitoring di voice channel (Inbound dan/atau Outbound).


Tujuan Pelatihan

Peserta memahami dan mengetahui tugas dan fungsi Quality Monitoring di Contact Center serta memahami dan mengetahui konsep dasar pelaksanaan Quality Monitoring yang difokuskan untuk voice channel (Inbound dan/atau Outbound).

Bahasan Materi 

  1. Proses Quality Monitoring di Contact Center
  2. Proses Kalibrasi di Contact Center
  3. Skema Form Quality Monitoring dan scoring
  4. Proses “sampling” dan perhitungan jumlah “sampling”

Target Peserta

  • Quality Assurance/SQ Team
  • Mid managerial of contact center (manager, supervisor and/or team leader)
  • Business Process Team
  • Fungsi pendukung lain yang berpartisipasi dalam pengelolaan, pengawasan pada contact center operation atau layanan contact center

Implementasi Pelatihan

  • Durasi: 1 hari, Pkl 08.30-16.30 WIB
  • Lokasi: Kantor 168Solution, Jl. Sultan Iskandar Muda No. 7 Gd. Aquarius Lt. 2 Arteri Pondok Indah, Jakarta Selatan – 12240

Waktu Pelatihan

  1. Senin, 14 Januari 2019
  2. Kamis, 14 Maret 2019
  3. Rabu, 29 May 2019
  4. Kamis, 4 Juli 2019
  5. Kamis, 19 September 2019
  6. Selasa, 12 November 2019

Investasi

  • Rp 3.500.000,-/peserta, diskon 5% untuk pendaftaran 5 (lima) orang sekaligus atau lebih dari satu organisasi yang sama (untuk waktu pelatihan publik yang sama).
  • Biaya pelatihan termasuk paket peserta pelatihan yaitu training kits, 2x coffee break (snack) dan makan siang serta sertifikat kehadiran bagi peserta.
  • Biaya investasi tidak termasuk biaya lain yang timbul, seperti biaya penginapan dan transportasi bagi peserta dari dan/ke tempat pelatihan.

Syarat & Ketentuan

  • Pelatihan dilaksanakan dengan min. 5 orang peserta.
  • Konfirmasi jalannya pelatihan dan undangan pelatihan dikirim melalui email, minimum 1 minggu sebelum waktu pelatihan.
  • Jika terjadi force majeure (banjir, gempa bumi) dan dampaknya terhadap pembatalan, 168Solusi akan menjadwal ulang pelatihan atau pengembalian uang sesuai dengan biaya pendaftaran.


Detil Pelatihan & Pendaftaran, hubungi:

Sugi Yanti
Contact: +6221 7293311 or +62 83898888 168 (Phone/SMS/WhatsApp)
Email: public.class@168solution.com

Have questions about [Paid Training] Basic Quality Monitoring? Contact 168Solution

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Event Saved

When & Where


PT. Satu Enam Delapan Solusi
Gedung Aquarius, JL Sultan Iskandar Muda, No. 7, Arteri Pondok Indah
Kebayoran Lama Selatan
Kebayoran Lama, Daerah Khusus Ibukota Jakarta 12240
Indonesia

Thursday, September 19, 2019 from 8:30 AM to 4:30 PM (WIB)


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Organizer

168Solution

PT Satu Enam Delapan Solusi or called 168Solution was established in December 2009 as also successfully implemented Best Practice Framework for Call Centers that helped our clients align service standards with international call centers. We are known to be resourceful in practical ideas that results in solution and successful implementation.

Since the beginning, with its strong commitment to handle the call center project management (which has now grown into a contact center), 168Solution offers a wide range of learning programs from public training to customized in-company (in-house training), workshops and coaching programs (consulting) for contact center.

Up to today, 168Solution has worked with companies/organizations from Telecommunication Company, Banking & Central Banking, Financial Services, Insurance, Transportation, Hospital, etc.

168Solution consistently delivered various training and event which is related of contact center and project management workshop programs for hundreds of professional at contact center across Indonesia.

 

 

WHY US?

There are several reasons why 168Solution are the best partners for your professional in the contact center:

 

Dedicated Professional Team

The team led by Grace Heny. She was a professional in the Indonesian contact center industry with 15 years of experience setting up and managing in-house and outsourced contact centers. The industries ranging from telecommunication to banking in Indonesia. Our company currently employed 20 personnel, all with highly qualified contact center experience.

 

Key Personnel Certifications

Our personnel are qualified, proficient in English and Indonesia language. 168Solution team members are internationally certified with local practical knowledge credited with a list of successful projects with clients in various industries. Added with local knowledge and international contact center certifications, among others:

  • CCIC Management Consultant and Registered Proctor in Indonesia in collaboration with
  • Contact Center Best Practice from Global Association ContactCenterWorld.com year 2011 up to Year 2017
  • Customer Operations Performance Center - Registered Coordinator (www.copc.com)
  • Yellow Belt Six Sigma Contact Center (www.copc.com)
  • Call Center Industry Advisory Council Management Consultant
  • Contact Center Technology Certified (Siebel CRM)

 

Support for Success

We have also successfully implemented Best Practice Framework for Call Centers that helped our clients align service standards with international call centers. We are known to be resourceful in practical ideas that results in solution and successful implementation.

 

Dedicated Professional Team

168Solution team is a fully dedicated one with integrity in training & consulting the contact center area because our facilitators are contact center practitioners. Our clients & partners will always be able contact our representative anytime before and after the program is delivered. They can develop a sustainable professional development program at the contact center for continuous improvement in the future without having to re-inventing the wheel.

 

CONTACT US

 

Jl. Sultan Iskandar Muda No. 7 – Aquarius Building, 2nd Fl, Arteri Pondok Indah | South Jakarta | 12240

Phone: (021) 729-3311 | mobile: 0838-98888-168 (phone / SMS / WA)

Fax: +6221 729 4528

e-mail: public.class@168solution.com

web: www.168solution.com

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