Price: £49 Format: Online Duration: At your own pace Support: LinkedIn Group for Continuous Support
Average Time To Complete: 30 minutes
In this online training course, we walk you through a case study of uncovering the cost of poor quality in a contact centre where we have repeated contacts from customers.
We discuss clear definitions of the problem (what constitutes a repeat contact) and a number of methods for tracking the data.
We look at the cost of handling those calls more than once, the impact on complaints, gratuity payments and impact oflost customers.
Our 5-part video series on Cost of Poor Qualitywill help you learn how to identify and quantify the cost of poor quality at your workplace – and all our training courses are optimised for all devices. All you need is a device and an internet connection!