Edcomm Banker’s Academy has recently updated its Call Quality Monitoring and Feedback for Call Center Training program.

New York, NY, October 29, 2009 -- Edcomm Banker’s 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 Banker’s 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 Banker’s 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 Banker’s Academy can customize any training program, log onto www.bankersacademy.com or call +1.212.631.9400.

The Edcomm Group Banker’s Academy is a 22-year-old multimedia education and communication consulting firm specializing in the development of creative business solutions that improve productivity, customer service and market share - providing bottom-line results. The Edcomm Group Banker’s Academy has had the privilege of assisting many distinguished clients with business solutions in the form of eLearning programs, classroom instruction, multimedia production and online and print based documentation. Edcomm Banker's Academy offers many off-the-shelf and customized courses such as Teller Training, Compliance Training and Systems Training specifically designed for Banks, Credit Unions and Money Services Businesses (MSBs).

The Edcomm Group Banker's Academy (www.bankersacademy.com) is headquartered in New York City with locations and representation throughout the world.
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Contact:
Dr. Linda Eagle
Edcomm Banker’s Academy
21 Penn Plaza Suite 1010
New York, NY 10001, USA
+212.631.9400
Fax: 212.631.0659
linda.eagle@edcomm.com
http://www.bankersacademy.com

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