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Session 4: Link to Quality Descriptions
October 22, 2015
Link to Descriptions to Create Your QSDs: Developing Definitions of Call Behaviors
Once your quality evaluation form has taken shape, the call standards have been identified and organized into skill groups and a scoring structure has been applied, the next step is to develop comprehensive Quality Standard Definitions (QSDs). This session provides a template to LINK quality to training by providing meaning descriptions of desirable and undesirable behaviors, typical scenarios and related center goals. Learn ways to write definitions for the more challenging quality standards: tone, empathy and call control.