Language training
German on the phone: levels of formality, sector terminology, handling difficult conversations and written grammar.
QAQuality management
- 01
- MeasureWeekly call sampling
- 02
- EvaluateLanguage, process and resolution score
- 03
- Feed backSession with agent and team lead
- 04
- ImproveTraining plan and re-measurement
01Training and quality
We measure quality, then improve it
Training and quality management is a service area in its own right for us, and at the same time a standard part of every project. If you run your own call center, we can also deliver this programme as a standalone service.
The programme stands on three pillars: language, product and process. Each pillar has defined measurement criteria and is scored separately in call evaluation. A falling score feeds straight into the training plan.
So that evaluation does not depend on the person, we calibrate evaluators regularly: the same call is scored by several people and the differences are discussed.
- German language and expression training
- Product and process training
- Call evaluation and scoring
- Evaluator calibration
02Scope
Programme components
Product and process training
Product knowledge, scripts, authority limits and escalation rules, taught practically.
Call evaluation and scoring
Assessment against a defined form, with strengths and development areas reported.
Calibration and reporting
Consistency work between evaluators and a periodic quality report.
03Cycle
The continuous improvement cycle
The same four steps every period; quality is not a one-off project.
Measure
Collecting call samples, queue metrics and customer feedback.
Evaluate
Scoring against the defined form on language, process and resolution.
Feed back
One-to-one session with the agent, sharing strengths and development areas.
Improve
Updating the training plan, revising scripts and re-measuring in the next period.
04Questions
Common questions about training and quality
Yes. If you run your own call center, we offer training and quality management as a standalone service — including setting up the evaluation form, call evaluation, calibration and reporting.
The evaluation form is defined together. The base structure covers language and expression, script and process adherence, correct information and documentation, and resolution. Weightings are set to the project's priorities.
After onboarding training, regular refresher sessions are scheduled. Additional sessions are added for product updates, script changes or a drop in the quality score.
Let's plan your German-language customer communication
Inbound, outbound, technical support or written channels: we put together a fitting setup, team plan and service levels within a short time.