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.
Everyday English in cafe setting - listening tests - grammar - idioms - vocabulary - full transcripts
Language used to order food in a restaurant
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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.
