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Quality Assurance for Contact Centres – November 2021

November 15 @ 9:00 AM - November 16 @ 5:00 PM AEDT | $1797
QA training course for contact centres November 2021


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Quality Assurance for Contact Centres (November 2021)
$ 1,797.00 ex GST

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

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

The reality is quite simple – a weak or non-existent Quality Assurance Program results in weak or poor 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 Customer Service Vision and develop clear standards and provide for continuous measurement & improvement through strong a strong VOC framework.

This Quality Assurance for Contact Centres November 2021 online 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

call centre quality assurance program November 2021

In this November 2021 Quality Assurance for Contact Centres 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.

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?

  • 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?
Contact Centre Quality Assurance online course November 2021

The November 2021 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 and 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).

Course dates and times

Call Centre Quality Assurance Course August 2021 Dates

The November 2021 Quality Assurance for Contact Centres course is held over two consecutive days with each online ZOOM session approximately 8 hours in duration (there are breaks included throughout the sessions as well to aid with learning and attend to personal matters).

  • Session 1 – Monday 15th November, 2021 9:00 to 17:00 AEDT (Melbourne)
  • Session 2 – Tuesday 16th November, 2021 9:00 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 November 2021 Quality Assurance for Contact Centres training course is delivered online over 2 powerful sessions, each approximately 8 hours in duration for a total of 16 hours of facilitated live learning.  And don’t worry, they’ll be plenty of breaks included to maximise learning and mental health!

Day 1

Your Customer Culture

Quality Assurance is designed around the needs & motivations of your Customers, your Employees and your Organisation.  It’s a lot more than just ‘common sense’.  Before we design our Quality Assurance Program we look at winning considerations that help get everyone on board with your Customer culture goals.

Decide what kind of Service to deliver. Then choose your Performance Standards

Before you begin to select Performance Standards to measure – it helps to take a big step back and look at who you are, what your brand is about and how you want to define what kind of service you want to deliver.

Because when you establish a great Service Vision along with an understanding of CX, then selecting the right principles – and getting your people to understand and use them – is a lot easier.  And we not only share how to select, define and measure Performance Standards – we give you many template examples to draw from and use in your work.

Day 2

Monitoring & Calibration Practices

Establishing a healthy Monitoring policy matters. And we talk extensively with you about how to do that.   How will you monitor?  Will you use recordings?  Mystery Shopper?  Side by Side?  What combinations work best?  How many should you do?  Who should be doing the monitoring?

And importantly – what are you monitoring for?  Setting strategic objectives matters.

We also cover 4 different levels of Calibration – so you can use calibration more effectively – and create a less subjective but more successful monitoring program.

Because when you establish a great Service Vision along with an understanding of CX, then selecting the right principles – and getting your people to understand and use them – is a lot easier.  And we not only share how to select, define and measure Performance Standards – we give you many template examples to draw from and use in your work.

Coaching Practices and Voice of the Customer

Monitoring gathers and presents the data – but coaching changes the behaviour.

But as with monitoring, there are different approaches to coaching.  We teach a comprehensive method and approach to ‘Transaction Coaching’ – one that recognises the human dynamics involved in delivering a great Customer Experience.  And one that anyone can learn and get good at.

Because you don’t ‘do’ coaching to people.  You do it with them.   We even address self-coaching and when and how to use this powerful method.

And we close out this section and the session overall by considering the continuous improvement cycle.  Ultimately how do your efforts feed into Voice of the Customer outcomes – and how can you better use and interpret ‘VOC’.

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 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
This course includes over 30 pages of sample monitoring forms, design checklists, definitions and more!

About Daniel Ord

Your trainer for the November 2021 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 November 2021 facilitator Daniel Ord

Recent Course Testimonials

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, Portable Long Service Authority
Adrian Powell, 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, City of Casey
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, Moorabool Shire Council
Angela Koya, 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, City of Casey
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, Viking Cruises
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, Digicall Australia
Vanessa Gralton, Digicall Australia
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

CX Skills
Based on 23 reviews
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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
Sam Petroulias
Sam Petroulias
04:45 16 Jul 21
Justin offers such a wealth of knowledge and skills that can be applied to leaders in any business. Thank you Justin!
Marianne Rutz
Marianne Rutz
11:06 26 Apr 21
This course is absolutely fundamental to anyone dealing with customer experience, the customer journey and also... customer service departments. The course is packed with real life examples illustrating the 6 pillars of customer experience! Dan shares all his knowledge and expertise freely and with great love and enthusiasm for the subject matter!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
Eva Palfi
Eva Palfi
16:53 25 Apr 21
I learnt a lot about CX and the course gave me clarity on the 6 main competencies. The training was fun, enjoyable, I... can recommend to anyone who is passionate about the "Customer" subject. Daniel is very knowledgeable and experienced, he used real life business examples to understand both the strategic and tactical elements of CX. He also involved us which generated even more credibility.read more
Rory Lynch
Rory Lynch
04:45 29 Mar 21
I could not recommend this Company highly enough, I have now done two courses with the Fantastic Dan & Marcus and have... taken so much away. I want to thank everybody involved with CX Skills.read more
Vanessa Gralton
Vanessa Gralton
22:17 15 Mar 21
An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.
Monica Malgarini
Monica Malgarini
06:29 03 Mar 21
Justin and the team at CX Skills have gone over and above the call of duty to deliver great Customer Service training... to our entire Service Centre team. The training has been high quality, delivered remotely, and Justin has been extremely flexible with necessary changes to attendees due to operational requirements. I highly recommend CX Skills to assist with your training needs.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
Elena Prenner
Elena Prenner
22:06 03 Feb 21
A very well structured training course. The trainer was very knowledgeable and a very good presenter.
Sheree Laursen
Sheree Laursen
04:48 03 Feb 21
The Contact Centre Management course was full of practical help and advice. The trainers were very knowledgeable and... tailored the course to the participants needs. It was very enjoyable and well thought out course.read more
Nicole Field
Nicole Field
05:25 02 Feb 21
I recently attended the Contact Centre Management Fundamentals course and found it extremely useful and relevant.... Daniel was extremely knowledgeable on all topics and handled questions with ease. He was a great trainer and i found the session had a great mix to suit all learning styles. I have taken so much from this course, the networking opportunities as well as the CX website and associated resources. I highly recommend attending if you are looking to better understand contact centre management regardless of what level you work at.read more
Adrian Powell
Adrian Powell
09:44 25 Jan 21
Daniel, Marcus and Justin provided an outstanding course that was presented professionally and engaging. It was great... to attend a training course that enabled time to ask relevant questions, obtain reassurance and seek clarification from other participants.Though the session was run via Zoom, I felt Daniel engaged with the attendees in such a way that it encouraged networking opportunities and learn from each other as well as supporting each other in progressing theory into current real life examples.I look forward at seeing what other courses CX Skills can not only me but other team members.Cannot speak enough about the after course work and the offering Justin provides for the CX community. Look forward to seeing you a future session... Maybe the QA development session later this year!read more
Badri Pokhrel
Badri Pokhrel
05:52 21 Jan 21
Thank you team-It has certainly changed the whole perspective on how I used to see and handle the issues not just at... the workplace but also in day to day life. Very practical and informative course content delivered in a very professional way. I truely recomend everyone out there to use this platform.read more
Sarsha S
Sarsha S
23:39 22 Dec 20
Justin created a great call centre fundamentals program for our organisation, based on the skill gaps needed filling. ... Although it was at the height of the Melbourne lockdown the session was still interactive, interesting and achieved the desired result.read more
Katherine Robshaw Ed Dept
Katherine Robshaw Ed Dept
04:06 30 Nov 20
Really enjoyed course on handling difficult customers. I came away with a number of tools that I can use not only with... customers, but also day to day life.read more
Linda P
Linda P
04:52 16 Nov 20
Kaylee Gerbes
Kaylee Gerbes
23:43 21 Sep 20
Justin from CX responded promptly to my training enquiry. He heard what we wanted and we discussed best way to present... this during Melbourne Lockdown. He conducted the introduction to contact centre leadership remotely with a small group. He weaved his contact centre experience with humour and activities that were appropriate and engaging. At the end each person agreed that they learnt lots and were going to apply at least one thing back in their role. I would highly recommend CX and Justin for training and support.read more
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Pricing and Payment Options

This online course delivered over 2 x 8-hour sessions to learn global best-practice quality assurance program design for contact centres is $1,797 ex GST.

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 over 30 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.


November 15 @ 9:00 AM AEDT
November 16 @ 5:00 PM AEDT
Courses Category:
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CX Skills
+61 3 9008 7287
View Organiser Website


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