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.
This October 2022 Contact Centre Quality Assurance training course is completely agnostic and is not aligned to any technology vendors or consulting businesses trying to push their own agenda. It’s built on solid foundations of over 30 years of experience in global best-practice quality assurance programs in contact centres.
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 October 2022 Contact Centre Quality Assurance training 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.
The October 2022 Contact Centre Quality Assurance training course will benefit anyone who is looking to implement or optimise a Quality Assurance Program in a contact centre environment.
Typical roles would include:
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).
The October 2022 Contact Centre Quality Assurance training 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).
The October 2022 Contact Centre Quality Assurance 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!
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:
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.
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.
Monitoring provides the data and calibration ensures equity & fairness. Let’s talk about how to set up your monitoring & calibration practices.
Your trainer for the October 2022 Contact Centre Quality Assurance 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 he has been a regular visitor to Australia for over 20 years.
Credentials-wise, Dan is a Certified Customer Experience Professional (CCXP), one of only a handful of recognised CXPA trainers in the world, an International Customer Management Institute (ICMI) Certified Associate, a Call Centre Industry Advisory Council Training Partner (CIAC), Net Promoter Certified and Daniel was the first to bring professional management level Contact Centre certification to Asia back in the early 00s (he was based in Singapore for 20 years).
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 excel.
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.
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!
CX Skills is a specialist training business that only delivers contact centre, customer experience, customer service and leadership-related courses facilitated exclusively by industry professionals. We're an accredited training provider of the Australian Customer Experience Professionals Association (ACXPA) and we are committed to helping support our industry to grow and prosper.
We’ve trained thousands of staff across a diverse range of businesses and we’re proud of the amazing customer testimonials we’ve received directly and on Google reviews so you can rest assured your training is in good hands.
The price includes a comprehensive workbook containing nearly 50 pages of sample monitoring forms, design checklists, definitions and more.
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 or invoice – just select your preferred option on checkout.