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[Paid Training] Contact Center Indonesia Certification Quality Monitoring P...

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Location

PT. Satu Enam Delapan Solusi

Gedung Aquarius, JL Sultan Iskandar Muda, No. 7, Arteri Pondok Indah

Kebayoran Lama, Daerah Khusus Ibukota Jakarta 12240

Indonesia

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Description

Quality monitoring task is to plan, measure, monitor and develop quality of service contact center. The Quality Monitoring Professional is responsible for working closely with the Sales and Customer Services teams to ensure the quality of sales are adhered to consistently. The QMP will be responsible for monitoring and providing feedback to Sales and CS management to drive improvements and consistency.

Contact Center quality management systems have evolved over the years, increasing the efficiency and effectiveness of monitoring and managing agent performance. But most quality management systems today still focus on individual agent performance, neglecting the bigger picture: overall business quality. Now, quality management is advancing. A higher standard infuses the performance improvement process with innovative analytics capabilities, going beyond individual agent performance to optimize quality at the business level.

Training Objective

Participants gain the knowledge and understand the role and function of Quality Monitoring in Contact Center environment, to drive improvements and service quality consistency.

Learning Materials

  • Process Quality Monitoring in Contact Center
  • Identify attributes, definitions and forms to be used in Quality Monitoring
  • Preparation of Quality Monitoring form
  • The process of sampling and measuring the sample size
  • The relationship between Quality Monitoring with the end-user satisfaction Contact Center
  • Framework for the provision of coaching and feedback

Should Attend

  • Quality Assurance/SQ Team
  • Mid managerial level of contact center (manager, supervisor and/or team leader)
  • Support function is appropriate for any professional participating in the management, supervision, or execution of contact center operations or services

Time & Place

  • Jakarta, 6-7 March 2018 (2 days), starting from 8:30 to 16:30 PM.
  • Training location at office 168Solution, Jl. Sultan Iskandar Muda No. 7 Gd. Aquarius Lt. 2 Artery Pondok Indah, South Jakarta – 12240.

Investment

  • Rp 6.900.000,-/participant, the stated investment cost does not include VAT 10% and will be attached SKB (Surat Keterangan Bebas PPH 23). 30% discount off public course fees is available when three or more individuals from the same organization register for the same public course together.
  • Training costs include the participants' package of training kits, 2x coffee break (snack) and lunch also certificates for trainees.
  • The investment cost does not include allowance and excludes the cost of lodging and transportation costs for participants from and or to the place of training.

Term & Conditions

  • Training is conducted with a minimum of 5 participants.
  • Registration at least 1 week prior to the training.
  • Cancellations within 3 days before the training date are not eligible for a refund of registration and the invoice process remains in place.
  • If the participant is declared not to pass the certification test, the participant can apply for retest and only charge Rp 1,800,000,- excluding 10% VAT.
  • In case of force majeure (flood, earthquake) and impact to cancellation, 168Solution will reschedule the training or refund in accordance with the registration fees.

For further information and investment fee, please contact:

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

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Date and Time

Location

PT. Satu Enam Delapan Solusi

Gedung Aquarius, JL Sultan Iskandar Muda, No. 7, Arteri Pondok Indah

Kebayoran Lama, Daerah Khusus Ibukota Jakarta 12240

Indonesia

View Map

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