Cost of Poor Quality Masterclass
Online
Home » All Courses » Masterclasses » Cost of Poor Quality Masterclass Online

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 of lost customers.
Our 5-part video series on Cost of Poor Quality will 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!
Course Content
COST OF POOR QUALITY
RECOGNISING HIDDEN COSTS
REPEAT CONTACTS
QUALIFYING IMPACTS
TOP 5 REASONS FOR REPEAT CONTACTS
HIDDEN WASTES
▷ Repeat Contacts In A Call Centre
▷ Impact On Complaints
▷ Gratuity Payments
▷ Lost Customers
▷ Summary
⚐ All units must be completed
✓ Leads to a certification with duration: Forever