Program Overview

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Call quality monitoring refers to the process of listening to or observing an agent's phone conversations or other multimedia contacts with customers to establish and evaluate the quality of the interaction. In contact centers, this is the most effective method for improving agent skills, motivation levels and the overall level of service delivery within the operational calling floor. When calls are monitored properly, not only can it improve the customer experience, it can also improve overall call center performance, reduce callbacks, focus training efforts, identify process improvement opportunities and facilitate employee development. Therefore, a Contact Center's quality call monitoring program is an essential element in providing excellent service to customers. Quality interactions help retain your customers and grow the business.


A combination of lectures, diagnostic activities, simulations, activities, games, videos and role play exercises

Program objectives

This workshop delves into the necessary elements in understanding, designing, implementing and managing a call quality management program to ensure consistent, high quality sales/service information accuracy, call management and great customer experience. At the end of the training, learners shall develop competencies to:

Create and enhance awareness of contact center call quality monitoring;
Learn key concepts about call monitoring;
Recognize the importance of call monitoring;
Understand how call monitoring is the key factor in determining the actual customer experience;
Develop a call quality monitoring program;
Formulate a call monitoring plan;
Learn how to create a comprehensive call monitoring manual;
Create and enhance awareness of contact center call quality monitoring;
Establish relevant KPI's to the call quality program;
Improve coaching feedback methods and agent retention.

Who should attend

Team Leaders/Supervisors and Quality Assurance Personnel

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corporate training in malaysia

corporate training in malaysia

Facilitating Customer Delight through Professionalism in Human Capital Development

To provide leading edge customized training solutions in each campaign
To develop an experienced team of consultants with impeccable knowledge and experience in their relevant areas of expertise

Honesty, Integrity, Sincerity

Our Expert Trainers
Our trainers are PSMB Certified. They possess vast relevant experience in their own specific fields as practitioners and trainers. Each comes with an impressive list of clients whom they have personally rendered their training services to. Trainer profiles are attached with each training proposal sent to clients.
corporate training in malaysia

Shahrukh Moghal - Managing Consultant
Quality Input Resources Sdn Bhd
Unit 13-G, Jalan OP 1/2,
1 Puchong Business Park, 47160,
Puchong, Selangor, Malaysia.
M: 0123278240 Email:
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