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Yes No(Please circle)CommentsProvide your comments here:You might want to consider ‘Agent Training’ is this is relevant to the context…HA_SITXCCS008_Learner Workbook V2.0_7Dec2017
The learner’s performance was:Not yet satisfactorySatisfactoryIf not yet satisfactory, date for reassessment:Feedback to learner:Learner’s signatureDsAssessor’s signatureBrHA_SITXCCS008_Learner Workbook V2.0_7Dec2017
Activity 2BEstimated Time20 MinutesObjectiveTo provide you with an opportunity to recognise how to monitor customer service in the workplace to ensure standards are met.What aspects of phone calls to customers should be monitored in order to ensure standards are being met?In order to ensure that standards are being met following aspects of phone calls should be monitored: 1. Quality AssuranceThere’s a reason that the standard disclaimer call center callers hear includes the words “quality assurance purposes.” Call monitoring enables managers to silently listen to conversations without agents realizing. This means that agents are held to a standard of excellent customer service.2. Call BargingCall bargingis a call center software feature that provides users with functionality that is one step above call monitoring. It enables managers to bargeinon calls, allowing them to speak directly to both the caller and the agent. This allows managers to provide support to both agents and customers and reduces the number of calls that have to be escalated to management.3. Agent TrainingCall monitoring is an excellent way to fast track new hire onboarding. When a new call center agentis hired, they can listen in on the calls of more experiencedagents to learn how to provide customers with optimal support. When they are ready to begin fielding calls themselves, the new call center agents can be provided a safety net by having managers listen in on new calls. Further, call monitoring enables managers to monitor new agent performance in order to provide them with personalized feedbackProvide two examples of benefits to hiring a ‘quality inspector’ to monitor customer service within the workplace?Quality control inspectors examine products and materials for defects or deviations from manufacturer or industry specifications. They ensure that your food will not make you sick, that your car will run properly, and that your pants will not split the first time you wear them. These workers monitor quality standards for nearly all manufactured products, including foods, textiles, clothing, glassware, motor vehicles, electronic components, computers, and structural steel. Specific job duties vary across the wide range of industries in which these inspectors work.
Activity 2B checklist – for assessorThis should be used by the trainer/assessor to document the learner’s skills, knowledge and performance as relevant to the unit activity. Indicate in the table below if the learner is deemed satisfactory (S) or not satisfactory (NS) for theactivity or if reassessment is required.