Learn how to measure and drive quality in your contact centre

$797 AUD

Updated format for 2022!

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 literally hundreds of different metrics to choose from.

But when it comes to measuring quality in the contact centre it’s where things really get tough.

There is no ‘off-the-shelf program you can purchase and there is no magic silver bullet in magically fixing all your quality issues in a contact centre.

Why? Because there are lots of components that you need to consider. Firstly, no two call centres are ever the same.

And what even is quality to your business? Ask two different businesses and you’ll most likely get two different answers. The same applies to your agents. And your Managers. And your Team Leaders.

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? 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?

Having a robust QA framework for your Contact Centre is the answer to all these questions and so much more.

How to measure quality in a call centre

What is a Contact Centre Quality Assurance Framework?

How to design a call centre quality program

An effective Quality Assurance Program drives a variety of strategic objectives including enhanced Customer Experience, better Frontline Engagement, empowered Team Leaders, improved Training curriculums and ongoing innovation in Quality standards.

It’s simple – a weak or non-existent Quality Assurance Program results in weak/poor service.

Fortunately, it works the other way – strong service flows from having a strong Quality Assurance program.

And some people think that Quality Assurance means auditing service for improvement.  But the process begins way before auditing begins.

It begins with understanding a culture of Service, how to put together a strong Service Vision, and develop clear standards.

This course provides an incredibly structured approach to designing, implementing and continuously improving an effective Quality Assurance Program – whether your program is already in place or is brand new.

This is not a theoretical course.

Participants will be required to work through a number of 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 extensive and contains almost 50 pages of samples of Quality Standard definitions, Monitoring Forms, Design Checklists and more to help you with your own unique Quality Assurance Program.

Learn global best-practice methodology

Participants of the Quality Assurance Course for Contact Centres will be required to work through a number of logical ‘steps’ including setting a Service Vision, selecting & defining Quality standards, establishing an internal measurement logic, designing Quality Assurance reports and communicating outcomes.

We even touch on the roles of Transactional Coaching, Mystery Shopper and VOC as sources of input for your Quality Assurance Program.

The Participant Guide for this QA for Contact Centres online course is extensive and contains samples of Quality Standard definitions, Monitoring Forms, Design Checklists and more to help you with your own unique Quality Assurance Program.

call centre quality assurance
This course includes nearly 50 pages of sample monitoring forms, design checklists, definitions and more!

Who should do this course?

This course will benefit anyone who is 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

And because designing a Quality Assurance Framework in a Contact Centre typically involves many stakeholders (e.g. frontline agents, Team Leaders, QA staff, Managers etc), you can send multiple people to the course with a 15% discount when sending 3 or more staff.

Contact Centre Quality Assurance Program

What you’ll learn:

You’ll learn how to design a powerful Quality Assurance program over four core modules:

Module 1:   Decide what kind of service you plan to deliver

There isn’t one standard size, flavour or type of service.  And people don’t necessarily know what their Customer Service is supposed to look like.

It’s a leadership responsibility to define what kind of Service we deliver around here.

  • Understanding how to use the Organization’s Mission, Vision and Values
  • Creating a Service Vision to guide your decisions & create alignment
  • Understanding the 3 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 & Forms are meant to guide everyone to the best possible performance for the kind of service you’ve selected.

So documenting standards clearly – and designing forms that are clear and usable – 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

Module 3:  Monitoring & Calibration practices that work

Monitoring provides the data and calibration ensures equity & fairness. Let’s talk about how to set up your monitoring & calibration practices.

  • Defining Monitoring
  • Deciding the objectives for Monitoring
  • The 5 classic methods for Monitoring and how to craft a mix
  • Defining Calibration and conducting effective calibration sessions
  • The 4 levels of Calibration

Module 4:  Coaching & Development practices that work

Guiding an individual to higher levels of quality performance is one of the greatest gifts a great Manager give their people. Coaching makes that happen!

  • 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 facilitator

The facilitator for the How to Design a Contact Centre Quality Assurance Program is Daniel Ord from OmniTouch International, the leading contact centre trainer in the world with his courses regularly selling out across the globe.

Daniel has trained over 50,000 participants across over 40 countries and is regularly featured in leading contact centre publications and he has been a regular visitor to Australia for over 20 years.

Participants consistently rank Daniel as the best trainer they’ve had with incredible subject matter expertise, excellent storytelling with real-world examples and of course, a great sense of humour so you’ll have some fun while you learn!

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), Net Promoter Certified and the first to bring professional management level Contact Centre certification to Asia back in the early 00s.

Like to learn more about Daniel? Read some of Daniel’s articles on CX Central, listen to some Podcasts on the CX Hustle or check out his profile on LinkedIn.

Designing a contact centre QA framework course facilitator Daniel Ord

Training Options

The How to Design a Contact Centre Quality Framework course is delivered via Zoom Teleconferencing and users will be sent any required materials prior to the course commencing. We offer this course both publicly and privately with the differences outlined below:

Public Courses

The How to Design a Contact Centre Quality Framework is delivered as 2 x four-hour modules enabling you to learn your skills with plenty of time to practice and apply your new learnings in between each session.

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.

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.

Learn more about our private course options >

Recent Course Testimonials

Rated 5 out of 5
This course has an average rating of 5 out of 5 stars
Very good0%

Loved it!

Rated 5 out of 5
13 March 2021

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!

Avatar for Adrian Powell
Adrian Powell
Team Leader
Portable Long Service Authority

Eye Opening!

Rated 5 out of 5
13 March 2021

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.

Avatar for Andrea Bricknell
Andrea Bricknell
City of Casey

Great facilitator

Rated 5 out of 5
13 March 2021

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

Avatar for Angela Koya
Angela Koya
Team Leader - Customer Services
Moorabool Shire Council

Great value

Rated 5 out of 5
12 March 2021

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.

Avatar for Dan Banfield
Dan Banfield
City of Casey

Game Changer!

Rated 5 out of 5
12 March 2021

Game-changing training and insight. Highly recommend this CX Skills training program with Daniel Ord.

Avatar for Lee Siefken
Lee Siefken
Viking Cruises

Highly recommend

Rated 5 out of 5
12 March 2021

An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend it!

Avatar for Vanessa Gralton
Vanessa Gralton
Digicall Australia

About CX Skills

CX Skills is a specialist training business that only delivers customer experience and customer service related courses facilitated exclusively by industry professionals. Our main website, CX Central is Australia’s most trusted website for contact centre and CX professionals in Australia and we also manage the popular Call Centre Legends Facebook page followed by over 30,000 call centre employees.

As well as training solutions, we also provide CX & Contact Centre consulting services using the same practices, processes and methodologies that we use in our training courses so you can rest assured you’ll be learning best-practice skills that work in the real world.

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When you book any CX Skills course you’ll experience the same experience, passion, energy and support. Below are the most recent reviews across all the CX Skills courses to provide you with confidence you’re in good hands.

CX Skills
Based on 24 reviews
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Keira Smith
Keira Smith
02:55 29 Nov 21
Attended the Introduction to Contact Centre Management course – found it extremely informative and left with a much... better understanding of the world I'm about to step into! The course was well structured and Justin was a great teacher. His wealth of knowledge (and passion) absolutely shone through. Am keen to learn more!read more
Jamie Leonard
Jamie Leonard
05:13 15 Oct 21
I did the management of contact centres four day workshop, it was fantastic! The facilitator was really engaging and... explained everything from WFM to forecasting in a easy to understand manner. Highly recommend to anyone working in a contact centre environment!read more
GVW Intranet
GVW Intranet
04:48 15 Oct 21
I had a fantastic learning experience with the half day Journey Mapping course. Shane was our trainer and explained... things thoroughly, used great practical examples and helped through the exercise when needed. He was very knowledgeable and engaging. The group size was not too big so everyone was able to contribute online. I feel confident to 'give a journey map a go' now, thank you. Helenread more
Jim Rodd
Jim Rodd
00:00 14 Sep 21
The Introduction to Contact Centre Management is an excellent course for those looking to understand contact centres... from a helicopter view and benchmark their operations. From the fundamental pillars to critical KPIs and performance metrics that underpin almost every contact centre globally, Justin is personable and professional and speaks with authority on a topic he knows intimately.read more
Rachael Lowe
Rachael Lowe
22:30 25 Apr 21
The CX Management Fundamentals course was exceptional, a balanced blend of best in-class examples and theory . Daniel... was the utmost professional, sharing his wealth of knowledge in customer experience and contact centre management. Content was relevant and covered an array of business examples. A course that exemplifies two-way participation (no death by PowerPoint). The diverse group of attendees had the opportunity to share their experiences and knowledge, which was priceless. I highly recommend this course for anyone in the customer experience realm, even beginners like me.read more
Chris Remnant
Chris Remnant
03:58 25 Feb 21
The training provided manages to take complex sales strategies and make them easy to understand and implicate in a... sales call. It provides a structure that isn’t stifled by wordy scripts and pitches, and guides consultants towards a successful outcome for both the customer and consultant.This training took efficient, tried and tested sales concepts and expand on them to not only generate higher conversion, but a more positive customer experience.Aside from the training, which was amazing, Simon - the trainer - was a pleasure to work with. He was attentive and showed a real passion and desire to enhance the trainee’s sales expertise.I would recommend CX Group to anyone who will listen!read more
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Like to learn more? Contact us on +613 9008 7287 or drop us a message using this online form > 

Upcoming Public Courses for How to Design a Contact Centre Quality Framework

Upcoming dates for the Quality Assurance for Contact Centres course are listed below.

This course is also very popular as a private course enabling you to involve key stakeholders (e.g a selection of frontline agents, Team Leaders, Managers, QA staff etc) in the design of your Quality Assurance program ensuring everyone is ‘on the same page’.

If you would like to enquire further about our private training options for this course please contact us on 03 9008 7287 or send us a message.