Learn how to measure and drive quality 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 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, 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 is the answer to all these questions and so much more.
What is a Contact Centre Quality Assurance Framework?
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 Quality Assurance Program results in weak Service. Fortunately, it works the other way – strong Service flows from a strong Quality Assurance program.
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 and provide for continuous measurement & improvement through strong a strong VOC framework.
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 – you will be armed with the skills to implement or optimise a Quality Assurance program to improve quality in your contact centre.
Learn global best-practice methodology
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.
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 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.
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 10% discount available when sending 3 or more staff.
What you’ll learn:
You’ll learn how to design a powerful Quality Assurance program over six core modules:
Module 1: Understanding a Performance Culture
- Understand the role of management in creating a performance culture
- Understand the drivers of employee engagement and disengagement
Module 2: Deciding what kind of Service you plan to deliver
- Understanding how to use the Organisation’s Mission, Vision and Values
- Creating a Service Vision to guide your decisions & create alignment
- Understanding the 2 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
- 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
Module 3: Making your Quality Assurance Form work for you
- Considering the 5 classic Form Designs including the pros & cons
- What are the tips that QA use to get the score right the first time
- Learn how to conduct effective Calibration sessions
- The role of Level 2 & Level 3 Quality Evaluation – you don’t always need a scorecard
- Evaluation of Form samples
Module 4: Monitoring Quality – what we need to know
- Who should do it?
- How often should we do it?
- How should we do it?
- What should we monitor?
- What tools should we use?
- What are the other strategic purposes of Monitoring and how can we accommodate those as well?
- Ultimately making Monitoring & Measuring reality more efficient and effective
Module 5: The role of Coaching – what we need to know
- Who should do the coaching? Service Quality? Team Leaders?
- How to clear up the tension that can exist between QA & Team Leaders
- How many calls or emails or text chats, etc. should we do per Agents?
- What is the difference between ‘coaching’ and ‘judging’?
- How do I develop Agent performance reports and what is the best way to present these?
- What is ‘praise’ and how does it differ from coaching?
Module 6: The role of the Service Audit & VOC
- Using Surveys to capture VOC
- Using Mystery Shopper to capture
- An overview of Quantitative & Qualitative Research
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.
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:
The How to Design a Contact Centre Quality Framework is delivered as 4 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.
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.
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.