1. Company Catalogue

2. 2013 Training Catalogwww.tsmart-consulting.com
To register: +2 01014272725
Quality Call Monitoring
E s s e n t i a l s k i l l s f o r Q A
s p e c i a l i s t s & t e a m l e a d e r s
PA R T O F T H E
S E R I E S
2013
Info@tsmart-consulting.com
Quality call o ito i g is the p i a y to tool to
assess if assesses customer service is meeting
standards established for accuracy, courtesy, and
p ofessio alis .
2 Days workshop
2013 Training Catalogwww. actsolutions-int.com
To register: +2 01014272725 Info@actsolutions-int.com

3. 2013 Training Catalogwww.tsmart-consulting.com
To register: +2 01014272725 Info@tsmart-consulting.com
Program Description
Training Aids:
 Training Movies
 Comprehensive Handouts
 Role Plays
 Games and Exercises
 Case Studies
Course outlines:
 Introduction to QCM concept.
 The Importance of QCM and the
cost of poor quality.
 QCM and staff Perception .
 QCM Cycle / Sampling.
 Types of monitoring /QA
monitoring sheets / Call Guide.
 QCM coaching and Mentoring
process.
 Calibration sessions.
 Role plays.
 QCM analysis and reporting .
 QCM KPIs and training required.
This course is designed for QA specialists
and team leaders to quip them with the
latest tools and techniques to monitor
a d evaluate C“R’s uality .
PA R T O F T H E
S E R I E S
2013
Course Overview:
2013 Training Catalogwww. actsolutions-int.com
To register: +2 01014272725 Info@actsolutions-int.com

4. Contact Details
Mr. Ahmed Hanafi
Co Founder- Act Solutions
M:+20 122 717 7716
Tel: +202 25 16 83 35
Email:ahmed.hanafi@actsolutions-int.com
Contactus@actsolutions.com
www.actsolutions-int.com
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5. Contact Details
Ms. Mayar Nabil
R&D Training Specialist
M:+20 122 916 821
Tel: +202 25 16 83 35
Email: mayar@actsolutions-int.com
www.actsolutions-int.com
For Further inquiries:
Contactus@actsolutions-int.com
info@actsolutions-int.com
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