Text of QUALITY ASSURANCE TRAINING. Quality Assurance Outline Introduction to Great call Quality Quality...
QUALITY ASSURANCE TRAININGQUALITY ASSURANCE TRAINING
Quality AssuranceQuality Assurance
Outline Introduction to Great call Quality Quality Assurance Guidelines Call Introduction Qualifiers Commitment and Transfer Quality Assurance Guidelines Listening skills Tone and Voice Quality Discovery Questions
Introduction to Great Introduction to Great Call QualityCall QualityWhat is Quality? Quality assurance is the process of verifying
or determining whether products or services meet or exceed customer/client expectations. Quality assurance is a process-driven approach with specific steps to help define and attain goals. Quality Assurance or QA for short, is put in place to ensure that standards of quality are being met. Two key principles or characteristics of QA: 1. Fit for purpose2. Right the first time.
Call Call IntroductionIntroduction
When you begin your call always:
Identify yourself (no nicknames or aliases)
Identify the brand you represent
State the reason for your call (be clear and concise)
Tell the prospect the call is being recorded
Qualifiers – Area of Study
Prospect must have an area and emphasis of interest in what they are looking to study.
Don’t submit prospects to alternate
subjects with out their consent.
Don’t settle for something in the same range (i.e. Don’t submit to medical assisting when the prospect wants to be an RN)
If the prospect mentions something you’ve never heard of, ask for clarity or ask your supervisor.
If there are no schools available for your prospect's school ask for another area of study or schedule a call back.
Qualifiers – Time Frame
Prospect must want to go to school within the next 6 months. Then its crucial you identify how soon within those 6 months…30, 60 or 90 days.
If the prospect is resistant to going back to school in the next 30, 60 or 90 days rebuttal and ask what’s been keeping them from continuing their education.
Stay away from misleading statements like “If everything worked out for you...” and “If I got you all the financial aid you needed..”
Eliminate levels of uncertainty with the prospect by taking out misleading statements and be sure to get a definite answer. No “maybes” or “possibly”.
Qualifiers – Level of Qualifiers – Level of EducationEducation
Prospects must have at least a H.S. Diploma or G.E.D. in hand.
A prospect who has a H.S. Diploma or G.E.D. is eligible for an Associates or Bachelors degree.
Prospects with an Associates Degree are eligible for another Associates Degree or a Bachelors Degree.
Prospects with a Bachelors Degree are eligible for another Bachelors or a Masters Degree.
Prospects with Masters Degrees are eligible for another Masters or a Doctorate degree also known as a PhD.
Qualifiers – Citizenship and Qualifiers – Citizenship and ResidencyResidency
Prospects must be a U.S. Citizen or a U.S. Permanent Resident.
U.S. Citizens are either born in the U.S. or have applied for and have been granted citizenship.
Permanent residency refers to a person’s visa status: the person is allowed to reside indefinitely within a country of which he or she is not a citizen.
You may clarify your prospect’s U.S. permanent residency status by asking “are you permanent resident?” or if they have a green card.
Qualifiers – Age RangeQualifiers – Age Range
Prospects must be between the ages of 18-60 in order to participate in our program.
This is for financial aid purposes.
Qualifiers: On-line or Campus
Once your prospect states they would be interested in on-line based classes, verify that the prospect has a working computer with internet access in their home.
Qualifiers: Military Status
Confirm your prospect’s *Military Status. Good quality leads are those that are more viable for admission and financial coverage at the schools where they are matched. Prospects with a military background or who are affiliated with the military may qualify for GI/Veteran education benefits.
*Only when the school branded list this as a requirement.