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Course Content

COST OF POOR QUALITY
RECOGNISING HIDDEN COSTS
REPEAT CONTACTS
QUALIFYING IMPACTS
TOP 5 REASONS FOR REPEAT CONTACTS
HIDDEN WASTES

Days

Day 1

Definition of Cost of Poor Quality

  • Back to COPQ
  • Repeat Contacts in a call centre
  • Impact on Complaints
  • Gratuity Payments
  • Lost Customers
  • Summary of issue and top 5 causes