Quality Framework for Contact Centres Training Course
The ‘secret’ to improving quality, compliance and customer satisfaction in your contact centre!
There is certainly no shortage of metrics available to measure quantitative performance in a contact centre – from the number of phone calls, wait times, adherence, occupancy, and so on, there are hundreds of different metrics to choose from.
However, measuring and driving quality in the contact centre is where things get tricky.
Despite what vendors or ‘influencers’ might tell you, there is no ‘off-the-shelf’ program you can purchase, no AI software, and no magic silver bullet to solve all your quality issues in a contact centre.
Why? Because there are many components to a best-practice QA program that require knowledge across a variety of disciplines, requiring both strategic and operational know-how.
Firstly, no two call centres are ever the same.
What does quality even mean to your business? Ask two different businesses, and you’ll most likely get two different answers.
Ask your agents, team leaders, and managers, and you’ll most likely also get different responses.
What is the standard greeting? Is a scoring mechanism of 1 to 5 or 1 to 10 better? Are we trying to achieve a fast and efficient service or provide a friendly service? Should we be friendly for formal? If we don’t ID the customer, is that an automatic fail? How do I know the level of quality my workforce is performing? How do we improve the quality of our customer service?
A robust QA framework for your Contact Centre answers all these questions and so much more.
The Quality Frameworks for Contact Centres training course is not aligned with any technology vendors or consulting businesses trying to push their agenda.
It’s built on solid foundations of over 30 years of experience in global best-practice quality assurance programs in contact centres that will help you build your own QA program to transform quality, compliance and performance delivery for your contact centre.
What is a Contact Centre Quality Assurance Framework?
An effective Quality Assurance Program drives various strategic objectives, including enhanced Customer Experience, better Frontline Engagement, empowered Team Leaders, improved Training curriculums and ongoing innovation in Quality standards.
It begins with understanding a culture of service, how to put together a strong Service Vision (and why that’s important), and how to develop clear standards.
The standards are central to the QA framework, providing clear guidance to employees on what good looks and sounds like, so there is no ambiguity on what quality means to your business.
The Quality Frameworks for Contact Centres training course will provide attendees with a proven, structured approach to designing, implementing and continuously improving an effective Quality Assurance Program for a contact centre – whether you have an existing program already in place that you are looking to optimise, or you are seeking to implement a brand new program.
And this is not just a theory-based course!
Participants will work through several logical ‘steps’ including setting a Service Vision, selecting & defining Quality standards, establishing an internal measurement logic, designing Quality Assurance reports and communicating outcomes.
The Participant Guide for this course is highly valued, containing almost 50 pages of samples of quality standard definitions, monitoring forms, design checklists, and more to help you get a great head-start on developing your own unique quality assurance program.
Course Overview (Video)
To enable you to learn more about the course, we recorded a short video with the course designer and facilitator, Daniel Ord.
Who should do this course?
Ask yourself these questions:
- Are you struggling to improve the quality of your contact centre but don’t know how to improve it?
- Do you already have a Quality Assurance checklist/scorecard but are not sure if it’s set up correctly or measuring and driving the right things?
- Are you focussed mainly on productivity measures (e.g. AHT, number of calls, etc) but not sure how to measure quality?
- Do you know you need a quality scorecard but are unsure how to create one or what measures you should use?
- Does your existing scorecard only focus on compliance metrics like (did the agent use their name in the greeting, complete the identity check, provide a reference number, etc., and have very little focus on the quality of the conversation with the customer?
- Are you or your agents unsure what a good call should sound like?
The Quality Frameworks for Contact Centres training course will benefit anyone looking to implement or optimise a Quality Assurance Program in a contact centre environment.
Typical roles would include:
- Team Leaders
- Contact centre managers
- Quality Assurance Managers
- Customer Experience Specialists
- Knowledge Management specialists
As the quality output from the contact centres impacts your whole organisation, involving key stakeholders from other areas of your business in designing your QA program where possible, either during this course or at a later stage (e.g. marketing, sales, executive teams, etc.) is also highly recommended!
Public and Private Training Options
Public Courses
The Contact Centre Quality Framework training course is delivered as 2 x 4.5-hour modules, enabling you to learn your skills while still staying on top of any urgent matters.
Being a public course, it can also be a great way to meet others with similar challenges and to build your professional network.
The times and dates are fixed to enable you to plan ahead around rosters, diaries, etc – If you would like to have more flexibility on the dates, times and content, refer to our private options.
Check the bottom of this page for upcoming public dates!
Private Courses
Whilst the public courses can be a great way to interact with others and are perfect for small numbers, sometimes you need more flexibility with the dates and times, or you’d like the benefits of training exclusively for your team.
This course is well-suited to private courses where you can involve the multiple stakeholders required to build your Quality Assurance Framework, with the ability to choose the dates and times to suit your business.
Two powerful workshops
The Quality Frameworks for Contact Centres training course is delivered online over two powerful workshops, each approximately 4.5 hours, for 9 hours of facilitated live learning.
Workshop 1 (4.5 hours)
Module 1: Decide what kind of service you plan to deliver
There isn’t one standard size, flavour or type of customer service.
People don’t necessarily know what their customer service is supposed to look and sound like.
It’s a leadership responsibility to define what kind of service your business should deliver.
So, in this module, we cover:
- Understanding how to use the Organisation’s Mission, Vision and Values.
- Creating a Service Vision to guide your decisions & create alignment.
- Understanding the three Sources of input for choosing Quality Standards.
- Understanding the role of Customer Expectations for specific types of service and interactions and how to map those expectations into defining your Performance Standards
- Identifying the difference between Activity-Based and Outcome-Based Standards and why that matters to your performance.
- The role of Journeys & Touchpoints.
- The Customer Experience Pyramid and how to use it.
Module 2: Standards & Forms – building the foundation
Standards & Assessment Forms/checklists are meant to guide everyone to the best possible performance for your selected service.
So, documenting standards clearly and designing clear and usable forms means better outcomes for your QA program.
- Understanding Compliance-based Measures vs. Calibre-based Measures and why it matters.
- Understand how to document Performance Standards clearly and effectively to ensure calibration both within and external to the Contact Centre & Customer touchpoints.
- Important considerations for your Monitoring Form.
- Evaluate the samples provided.
Workshop 2 (4.5 hours)
Module 3: Monitoring & Calibration practices that work
Monitoring provides the data, and calibration ensures equity & fairness.
In this module, we’ll cover how to set up your monitoring & calibration practices.
- Defining Monitoring.
- Deciding the objectives for Monitoring.
- The five classic methods for Monitoring and how to craft a mix.
- Defining Calibration and conducting effective calibration sessions.
- The four levels of Calibration.
Module 4: Coaching & Development practices that work
The final module provides insights into how to ensure your quality framework is effectively used, including:
- Defining Transaction Coaching and how it compares to ‘coaching’.
- The role of the Scorecard vs. the role of Future Coaching.
- The job functions of today’s Quality Assurance.
- The job functions of today’s Team Leader.
- QA vs. Team Leader – who does what?
- Trend reporting – how to use it.
- The basics of a Transaction Coaching session.
- Self-coaching – when and how it works.
About your trainer, Daniel Ord
Your trainer for the Quality Frameworks for Contact Centres training course is Daniel Ord from OmniTouch International – recognised as one of the leading customer experience and contact centre trainers in the world.
Daniel has trained over 50,000 participants across over 40 countries and is regularly featured in leading customer management publications and presenting keynote speeches across the world.
Credentials-wise, Dan is a Certified Customer Experience Professional (CCXP), an International Customer Management Institute (ICMI) Certified Associate, a Call Centre Industry Advisory Council Training Partner (CIAC) and is Net Promoter Certified.
Daniel is consistently regarded as the best trainer in the industry with his incredible subject matter expertise, excellent storytelling with real-world examples, a great sense of humour and a clear passion for the industry and helping people achieve success.
So it's not surprising to note that despite all the numerous industry accolades and recognition, it's the Customer Testimonials Daniel is most proud of and you can read a selection of his recent testimonials below.
Recent Course Testimonials
When it comes to high-quality training, your trainer’s experience, skill, and passion are everything.
And when it comes to Daniel Ord, there’s a reason he’s considered one of the leading trainers in the world for contact centres.
Take a moment to read some of the customer testimonials below from people who have attended this course.
Informative, insightful, helpful!
Daniel Ord was a very engaging presenter. He was inclusive and presented in a way that made learning enjoyable but memorable.
Do the Quality Assurance for Contact Centres course to reinvigorate your QA program!
I highly recommend the ‘Quality Assurance for Contact Centres’ course with Daniel Ord, as it is extremely beneficial, informative and educational for anyone involved in monitoring or coaching. Daniel offers up-to-date ‘best practice’ methods to efficiently run a QA program, as well as providing you with the tools to analyse and examine your existing QA program.
I entered this course with an open mind and left this course with pages of new ideas and concepts to improve our existing QA program. The pace of this course worked well as it wasn’t rushed and gave us valuable time to share our thoughts, ideas and compare our current processes with other participants.
I’m looking forward to attending another course with Daniel as his energy and enthusiasm with this subject made this a really enjoyable course.
Fantastic!
I thoroughly enjoyed workshopping Quality Assurance with Daniel. Daniel introduced us to the structure, framework and application of Quality Assurance in a Contact Centre environment, providing some really key techniques to ensure successful implementation.
If you are looking to implement a QA program in your business or to future proof the quality of Service Delivery Team, I highly recommend taking this course.
Good course
Great holistic view of the CX process!
Informative
Great course for Beginners, amazing deep dives. Very theoretical, could have been more activity-based.
VERY Helpful
Daniel was clearly a seasoned expert in the material he shared. Kind teacher and very factual. It was refreshing to learn with him as the instructor. He has great templates and has a wealth of experience.
If you are reading this, I sincerely recommend the course. The learnings you gain given the time spent makes this course a great deal.
Loved it!
Another great course put together by Justin presented by their partners at Omnitouch, Daniel and Marcus. The “How to Design a Quality Assurance Program for Contact Centres” was extremely fitting for our organisation as we transition to a new telephony system.
The course was not one of those courses where they give you the answer and a few templates sending you on your way. Daniel and Marcus take you through why an appropriate framework should take into consideration the Organisations, Mission Statement, Values and Customer Service Charter.
As the session was run via Zoom, it enabled and encouraged networking opportunities not only across Australia but also with International attendees. This was a fantastic benefit as it allowed us to draw on each others lived experiences.
I really encourage you all to check out the courses and information that CX Skills has to offer as they are the best place to not only continue but to also start your learning and development!
Eye Opening!
I came into the workshop with a pre-conceived idea of what a QM framework was and how to design one. The workshop really opened my eyes into what a QM is and how coaching and training really works in our environment.
The workshop was run really well and enough time was spent on all subjects and no problems with going back over the same info. Being a remote environment throughs up challenges but they were overcome by great staff and involvement from all participants.
Great facilitator
I thoroughly enjoyed the session and loved learning from others on the course. I have done similar courses in the past but Daniel was by far the best facilitator – He was engaging and very knowledgeable and very helpful. Thank you again
Great value
I thought the course was excellent value and the content extremely useful. A great course and I particularly appreciate the effort gone into providing this 100% virtually. Daniel, Justin, and Marcus were a great support.
Game Changer!
Game-changing training and insight. Highly recommend this CX Skills training program with Daniel Ord.
Highly recommend
An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend it!
Built for Online/Virtual Training!
Whilst we have been delivering our workshops face to face (in a pre-COVID world) for decades, we have now fully optimised this course to be delivered online/virtually.
Being online, the course is accessible to anyone with an internet connection, whether they are working from home, in the office, or a remote location.
Regular break times are provided during the sessions to ensure learning outcomes are maximised.
The 2 x 4.5-hour daily sessions provide the flexibility to manage any urgent work or personal matters while allowing for progressive learning.
If you have any doubts about the effectiveness of online training, we encourage you to read customer testimonials that will reassure you that this course will still deliver results!
About CX Skills
CX Skills is a specialist training business that only delivers customer service, customer experience (CX), contact centre, workforce optimisation (WFM/WFO) and workplace wellness courses designed and facilitated exclusively by industry professionals.
We're the official training partner of the Australian Customer Experience Professionals Association (ACXPA), and we are proudly Australian-owned and operated.
We’re grateful to have been trusted by hundreds of customers, and we’re proud of the amazing customer testimonials we’ve received, so you can rest assured that when you book a training course with CX Skills, your training is in good hands.
Our Recent Customers Include:
We're grateful to the following companies who have trusted CX Skills with their training. View our full customer list here >
Pricing and Payment Options
This online course is delivered over 2 x 4.5-hour sessions to learn global best-practice quality assurance program design for contact centres facilitated live by global expert Daniel Ord.
It includes a comprehensive workbook containing approximately 50 pages of sample monitoring forms, design checklists, definitions and more to assist you in developing your QA program.
Price: $798 ex GST per person.
Tickets can be purchased using a credit card or invoice.
Available discounts:
- Save 15% when booking for two or more staff in the same transaction (note: the discount will be applied on the final checkout page, and no other discounts apply).
- ACXPA Members save 25% off all CX Skills courses (including this one!) along with a host of other benefits for any contact centre professional in Australia Learn more > (no other discounts apply)
- Do you want to train your whole leadership and/or QA team? Contact us for customised pricing and availability.
Purchase tickets for the next Quality Framework for Contact Centres public course
All the publicly available Quality Assurance for Contact Centre courses are listed below – click on your preferred date to purchase tickets.
Tickets can be purchased instantly with a credit card, or you can request an invoice on the checkout page.
If you have larger numbers (more than 6) and would like more flexibility with dates and times, contact us for pricing and availability on a private course.
May 2025 Quality Frameworks for Contact Centres
Online via Zoom Price: $798.00 AUD ex GSTLearn how to improve qualty and compliance in your call centre in this May 2025 Quality Frameworks for Contact Centres course.
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With annual memberships starting from just $35 per employee, it can be a great way to save money immediately on your training, plus, you'll gain access to a vast array of best-practice resources to improve your customer experience.