New York, Ny (PressExposure) October 29, 2009 -- Edcomm Bankerâs Academy has recently updated its Call Quality Monitoring and Feedback for Call Center Training program with new content and additional activities. Call Quality Monitoring and Feedback for Call Center has been updated as part of Edcomm Bankerâs Academy commitment to providing the most up-to-date and pertinent financial services information.
By performing proper Call Quality Monitoring (CQM), call center team leaders, quality monitors and call center managers can help to improve customer service at their bank, and can bring about change by providing effective feedback to Customer Service Representatives (CSRs). Objectively monitoring and communicating performance feedback to Call Center staff will also enhance service, increase efficiency and decrease mistakes at the Bank.
Call Quality Monitoring and Feedback for Call Center, from Edcomm Bankerâs Academy, teaches call center team leaders, quality monitors and call center managers everything they need to provide effective call monitoring and feedback. Beginning with an introduction and explanation of CQM, the program goes on to explain the CQM process, including the monitoring model and call monitoring parameters, how to apply this process, and monitoring and reporting activity. Call Quality Monitoring and Feedback for Call Center also covers training and coaching, reporting and analytics, and interactive role plays to reinforce key learning points.
For more information about programs like this, or to find out how The Edcomm Group Bankerâs Academy can customize any training program, log onto http://www.bankersacademy.com or call +1.212.631.9400.