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Contact Centre Quality Assurance Training February 2022

Feb 8, 2022 @ 8:00 AM - 5:00 PM AEDT | $797.00
Quality Assurance training course for call centres in Feb 2022


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Contact Centre Quality Assurance Training (February 2022)
$ 797.00 ex GST

How to design and build a quality assurance program for a contact centre

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.

Quality Assurance Program for Contact Centres February 2022 course

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.

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 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 Contact Centre Quality Assurance Training February 2022 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.

call centre quality assurance program February 2022

Who should do this course?

  • Are you struggling to improve the quality in your contact centre but don’t know how to improve it?
  • Do you already have a Quality Assurance checklist/scorecard but not sure if it’s set up correctly or measuring 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 not sure how to create one and what measures you should be using?
  • 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 of what a good call should sound like?
Quality training course for call centres in Feb 2022

The February 2022 Quality Assurance for Contact Centres 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

As the quality output from the contact centres impacts your whole organisation, we also recommend involving key stakeholders from other areas of your business in the design of their QA program where possible either during this course or at a later stage (e.g. marketing, sales, executive teams etc).

Contact Centre Quality Assurance online course February 2022

Course dates and times

Call Centre Quality Assurance Course February 2022 Dates

The February 2022 Quality Assurance for Contact Centres course is held over two consecutive days with each online ZOOM session approximately 4 hours in duration (there are breaks included throughout the sessions as well to aid with learning and attend to personal matters).

  • Session 1 – Tuesday 8th February 2022, 13:00 to 17:00 AEDT (Melbourne)
  • Session 2 – Wednesday 9th February 2022 13:00 to 17:00 AEDT (Melbourne)

Dates don’t suit? This course can be run privately which is a cost-effective way to train a larger group just from your organisation and have more flexibility with the dates and times. You can also check here for other upcoming dates >

Two powerful training sessions

The February 2022 Quality Assurance for Contact Centres training course is delivered online over 2 powerful sessions, each approximately 4 hours in duration for a total of 8 hours of facilitated live learning.  And don’t worry, they’ll be plenty of breaks included to maximise learning and mental health!

What you’ll learn:

Over the two powerful online sessions you’ll learn how to design a Quality Assurance program for your contact centre split into 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

  • 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
This course includes nearly 50 pages of sample monitoring forms, design checklists, definitions and more!

About Daniel Ord

Your trainer for the February 2022 Quality Assurance for Contact Centres course is Daniel Ord from OmniTouch International is 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 February 2022 facilitator Daniel Ord

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

Proudly Online!

When we were forced to go online for COVID we were a bit sceptical about how it would work. But rest assured, we’ve now been running this course for over 2 years online and our course participants have continued to provide great testimonials for this course!

Class Photo QA for Contact Centres March 2021 course
Attendees from the March 2021 How to Design a QA program for contact centres training course.

Recent CX Skills Testimonials

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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Pricing and Payment Options

This online course delivered over 2 x 4-hour sessions to learn global best-practice quality assurance program design for contact centres is $797 ex GST per person.

Tickets can be purchased using a credit card, direct bank transfer or via invoice (the course must be paid in full prior to course commencement).

The price includes a comprehensive workbook containing nearly 50 pages of sample monitoring forms, design checklists, definitions and more.

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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Purchase now

Just select the number of tickets you require and click GET TICKETS at the top of this page.

If you have any questions or don’t want to book online, call us on +61 3 9008 7287 or email us and we’d be happy to help. Our office is open Monday to Friday 8:30 am to 5: 30 pm Monday to Friday AEDT/AEST.

  SAVE 15%  – Purchase two or more tickets to this course in the same transaction and save 15% off the total price.


Feb 8, 2022
8:00 AM - 5:00 PM AEDT
Course Category:


CX Skills
+61 3 9008 7287
View Organiser Website


Course Completion:
Two Days
Best suited for:
Team Leaders, Managers, Quality & Compliance roles
Daniel Ord
Session Duration
4 Hours
Number of sessions
Total Course Hours