Why Call Monitoring for my organisation? Call center organisations need to ensure that their employees are dealing with customers in the correct manner, following the correct procedures and maintaining the high level of customer service expected of them. This is especially true of offshore call center staff where the quality and call monitoring of issues such as language, cultural references and empathy play a hugely important part.
Call center monitoring staff are required to deliver the highest degree of uniformity and consistency in order to provide valid reporting and coaching in communication skills to call center representatives.
With a Communicaid Call Monitoring course, your organisation will ensure that your call center personnel have the necessary tools and skills to successfully monitor and assess your inbound and outbound calls. Communicaid Call Monitoring, whether through online/distance meetings or face-to-face instruction, will improve customer service through providing your call monitoring teams with the skills to accurately and consistently monitor calls and coach agents’ language and approach appropriately.
A Communicaid Monitoring course will provide your offshore personnel with the ability to:
- Monitor and Assess inbound and outbound calls with greater accuracy
- Provide more precise and effective coaching
- Establish long-term and sustainable solutions for call monitoring
Who should attend
A Communicaid Monitoring course is suitable for:
- Call Centre Coaches
- Call Centre Coach Supervisors
- Offshore Performance consultants
- Call Centre Operations Personnel
All Communicaid’s Call Monitoring courses are designed to meet the specific needs of our clients depending on their personal/organisational requirements and existing skills set. A Call Monitoring course includes:
- Enhanced/Custom Monitoring Rubric
- Call Reviews targeting communication skills
- Conference Call Group Monitoring Sessions
- Follow-up Monitoring Sessions
- Final assessment report and future action plan
Training is available worldwide via either face-to-face instruction or one of our many elearning and virtual learning platforms. Using a combination of published and Communicaid-unique materials and methodology, we design and deliver programmes that will meet the needs of you and your organisation.
We offer a variety of training formats for your Call Monitoring course – from intensive, weeklong courses to extensive, modular lessons. Appropriate formats will be discussed during your diagnostic consultancy.
Your Call Monitoring Trainer
All Communicaid Call Monitoring Course trainers are native speakers with at least 3 years’ professional training experience in the offshore industry. In addition to relevant academic and linguistic qualifications and experience, many of our Call Monitoring trainers also possess considerable exposure and expertise in the professional world.
Your Call Monitoring trainer will be assigned to you following the results of your diagnostic consultancy according to your objectives and areas of focus. Detailed below is a sample profile of a member of our Monitoring team.
BA Political Science
MSc Applied Linguistics
Teaching English as a Foreign Language
Graduate Certificate in Project Management
WR joined Communicaid in 2003. An American national, WR is an experienced Instructional Designer with experience of developing and delivering Call Monitoring Training and results in India, the Philippines, US, UK and China. In addition, WR serves as the project manager for Communicaid’s offshore development efforts.
WR uses a variety of techniques in training, drawn from linguistics, neurolinguistic programming (NLP), Speech Pathology, second language acquisition and theatre.