Quality Framework for Contact Centres Training Course

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This Contact Centre Quality Assurance training course has an average rating of 4.9 out of 5 stars
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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.

The Quality Framework for Contact Centres 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.

How to measure Quality scores in a contact centre training course

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.

The Quality Framework for Contact Centres 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.

How to drive quality standards in a contact centre training course

Course Overview (Video)

To enable you to learn more about the course, we recorded a short video with the course designer and facilitator, Daniel Ord.

Who should do this course?

Ask yourself these questions:

  • 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?
How to drive quality standards in a contact centre course

The Quality Framework for Contact Centres 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:

  • Team Leaders
  • Contact centre managers
  • Quality Assurance Managers
  • Customer Experience specialists
  • Knowledge Management specialists
Contact Centre Quality Assurance online course

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).

Public and Private Training Options

Public Courses

The Contact Centre Quality Framework training course is delivered as 2 x 4.5-hour modules enabling you to learn your skills while still staying on top of any urgent matters.

Being a public course, it can also be a great way to meet others with similar challenges and to build your professional network.

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.

Check the bottom of this page for upcoming dates.

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 >

Two powerful workshops

The Quality Framework for Contact Centres training course is delivered online over 2 powerful workshops, each approximately 4.5 hours in duration for a total of 9 hours of facilitated live learning.

Workshop 1

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

Workshop 2

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 your trainer, Daniel Ord

Your trainer for the Quality Framework for Contact Centres 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 presenting keynote speeches across the world.

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) and is Net Promoter Certified.

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 achieve success.

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.

Designing a contact centre QA framework course facilitator Daniel Ord

Recent Course Testimonials

Built for Online Training!

Whilst we have been delivering our workshops face to face (in a pre-COVID world) for decades, we have now fully optimised this course to be delivered online using Zoom teleconferencing.

There are many benefits to online training and importantly, our customer review scores and testimonials have continued to remain high which is the ultimate test!

With an average rating of 4.9/5.0 you can be assured this course is one not to miss!

QA for Contact Centres June 2022 Class Photo
Quality Assurance for Contact Centres June 2022 Class Photo

About CX Skills

CX Skills is a specialist training business that only delivers contact centre, customer experience, customer service, workforce optimization and workplace wellness courses designed and facilitated exclusively by industry professionals.

We're an accredited training provider of the Australian Customer Experience Professionals Association (ACXPA) and we are proudly Australian owned and operated.

We’re grateful to have been trusted by hundreds of customers and we’re proud of the amazing customer testimonials we’ve received so you can rest assured that when you book a training course with CX Skills, your training is in good hands.

CX Skills Australia Training Courses
Excellent5.0 Based on 33 reviews fromTrisha BridgeTrisha Bridge ★★★★★ I recently had the privilege of attending Daniel Ord's workshop on "Managing Difficult Situations" hosted by Omni Touch, and it was nothing short of outstanding. Daniel's expertise and passion for the subject matter truly shine through in his teaching style, making it a transformative experience for all participants.From the moment the workshop began, Daniel's enthusiasm was infectious. He has an exceptional ability to convey complex concepts in an understandable and relatable way. I left the workshop with a profound understanding of how to navigate challenging scenarios, both in my professional and personal life.What truly sets Daniel apart is his commitment to engagement. Throughout the session, he encouraged active participation and created an inclusive atmosphere where questions and discussions were not just welcome but encouraged. It's evident that he genuinely cares about each participant's learning journey.The real-world examples and practical strategies shared during the workshop were invaluable. Daniel's ability to connect theory to practical application made the content highly relevant and actionable.The workshop was impeccably organized, and Daniel's presentation skills were top-notch. He kept the audience engaged and motivated throughout, making the entire experience enjoyable and enlightening.In conclusion, I cannot recommend Daniel Ord's workshops enough. If you're looking to enhance your skills in managing difficult situations, he is the go-to expert. Thank you, Daniel, for an enriching and eye-opening workshop. I eagerly look forward to attending more of your sessions in the future.If you're considering attending one of Daniel's workshops, don't hesitate – you won't be disappointed!Response from the ownerThanks so much for the lovely review Trisha! We're thrilled that you enjoyed the Managing Difficult Customers course and we are very lucky to have Daniel as one of our trainers - as you've articulated, we truly think he's the best in the business and testimonials such as yours certainly help confirm we are not alone in that thinking! For anyone reading this and considering the course, you'll find more information here: https://cxskills.com.au/managing-difficult-customers-course/ Angela CavallaroAngela Cavallaro ★★★★★ I highly recommend this training for anyone interested in a Customer Service role or wanting to improve their skills. Simon has a great understanding of what is required to achieve a high standard of Customer Service. I really enjoyed this training which was also delivered with a great sense of humour!Response from the ownerThanks Angela, Simon certainly has a great way of making learning fun! So glad you enjoyed the course and thanks for taking the time to leave a review! Kira DomanicoKira Domanico ★★★★★ Simon was great at delivering the course! I have learnt few essentials steps that have improved my confidence and the quality of my customer service! I highly reccomend his courses.Response from the ownerThanks Kira, great to hear you enjoyed the Customer Service Essentials course! We think Simon is pretty awesome so its always nice when people take the time to leave a review and let us know they also thought he was great! Alison JuchaAlison Jucha ★★★★★ The best course I have taken in 4 decades of customer service.Response from the ownerOh wow, thank you Alison! We really think Daniel Ord is the best customer service trainer in the world and we are very lucky to have him! We might be a little bias but we really think everyone who deals with customers should complete the Managing Difficult Customers course! Especially theses days with so much angst in the world with price increases, staff shortages, stock shortages etc! Thanks again for taking the time to leave a review 🙂 Yvonne BilneyYvonne Bilney ★★★★★ Great course delivery and awesome techniques to use with customers.Response from the ownerThanks Yvonne, managing difficult customers is never fun but its a whole lot easier when you are provided with the rights skills. Glad to hear you enjoyed the course! K MK M ★★★★★ Great Contact Centre Management course. The trainer, Daniel well explained how contact centres works and this is exactly what I needed for my role. It was also great to learn practices and experiences from other trainees as well. Daniel, thank you for the wonderful training. I really enjoyed the 4 days!Response from the ownerThanks Kyoko, Contact Centre Management really is a skill that can be learnt with some fundamentals that apply to all centres. Good luck with your contact centre management journey, it's a great job when armed with the right skills which you've now got! Joyi LuJoyi Lu ★★★★★ Great company to work with. Excellent training course with trainers that really bring the content to life!Response from the ownerThanks Joyi, it was a pleasure to have you on our Contact Centre Management Fundamentals course, your enthusiasm and passion is infectious! EloiseEloise ★★★★★ Fantastic virtual environment. Daniel who hosted our course was well articulated and engaging. I thoroughly enjoyed participating in this CX course and feel ready to apply the skills I gained.Response from the ownerThanks Eloise, thrilled you enjoyed the course and put the skills learnt into action! We look forward to hearing about your future successes 🙂 Raheel AlmasRaheel Almas ★★★★★ Highly Recommended!Todd JohnsonTodd Johnson ★★★★★ I've participated in several courses with CX Skills now, specifically with Daniel Ord as the instructor. Daniel has a wealth of knowledge around customer experience and his history in customer service is top notch. CX Skills has become my go to for my teams customer service and customer experience development.Response from the ownerThanks Todd, it was great to have you personally attend another one of our courses. You're right, we love working with Daniel as he's the best in the business with his experience, training style and passion a great combination. Thanks for the review and I look forward to seeing you on a course again in the near future when we train some of your frontline employees - Justin Sheree LaursenSheree Laursen ★★★★★ Training with CX Skills is always engaging and worth every cent. The team are helpful and the lessons are practical and easy to translate into the workplace.Response from the ownerThanks Sheree for taking the time to leave us a review and glad you enjoyed the course! Keira SmithKeira Smith ★★★★★ 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!Response from the ownerThanks Keira, was great to meet you on the course and I wish you all the best with the new adventure and hearing about your progress! - Justin Jamie LeonardJamie Leonard ★★★★★ 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!Response from the ownerAwesome Jamie, thanks for taking the time to leave a review. Daniel is certainly very knowledgeable and passionate about contact centres so thrilled to hear you got a lot out of the course. We really do believe if there was one course any call centre Team Leader or Manager should attend in their career this would be it! GVW IntranetGVW Intranet ★★★★★ 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. HelenResponse from the ownerThanks Helen, so great to hear. Journey Maps can often feel a bit daunting but when they are explained well and supported with some great examples it does give people the confidence they need to get cracking! Jim RoddJim Rodd ★★★★★ 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.Response from the ownerThanks Jim for taking the time to provide a wonderful review. It was a pleasure having you and the team on the course. You've got a great team behind you so I look forward to hearing about your successes in the future as you roll out some of the new initiatives. - Justin Sam PetrouliasSam Petroulias ★★★★★ Justin offers such a wealth of knowledge and skills that can be applied to leaders in any business. Thank you Justin!Response from the ownerThanks Sam, was great to meet you on the Introduction to Contact Centre Managers course! Looking forward to staying connected and hearing about future successes with your career. Dirk van NoortDirk van Noort ★★★★★ Response from the ownerThanks Dirk for attending the Introduction to Contact Centre Managers course. Good luck with your new business venture! Rebecca GossRebecca Goss ★★★★★ We have done a few training courses now through Justin and the CX Group.In these sessions the facilitator has been Dan Ord and Dans knowledge of the Contact Centre world is second to none. This was great for us as we attended as a team to ensure that the training that we received was able to be applied across my entire management team and also allowed me to drive the right outcomes based on Dan, Marcus and Justins advice and guidance.The best thing about this is that this was not one of those courses that you attend and then nothing more is said or done with this. . . Dan/Justin offer their email address so if you come up with additional questions later that you want guidance on you can ask and they are more than willing to assist.Dan, Marcus and Justin thanks for facilitating this training and we will sure be intouch for other training courses that we would like to run through the CX Group.Bec GossResponse from the ownerWow, thanks Bec! It's been great to spend some time with the Digicall Assist team and it's been our pleasure in helping you to continue your focus on upping the game for your customers! Marianne RutzMarianne Rutz ★★★★★ 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!Response from the ownerThanks Marianne, was lovely to have your input and experience in the group. Dan is certainly very passionate about CX (and also with contact centres like you!) and I think you're spot on, the examples Daniel uses really does bring the course to life and make the learnings stick! Rachael LoweRachael Lowe ★★★★★ 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.Response from the ownerThanks Rachael for your lovely review and for your input throughout the course. You're right, the combination of Daniel's training and learning from others is a great way to learn and build your network - you've now got some new CX friends from the UK, Malaysia, Germany, Budapest and the USA! Eva PEva P ★★★★★ 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.Response from the ownerThanks Eva for your review and recommendation! We are thrilled you enjoyed the class (even though the time zones made it a bit more challenging for you in Budapest) and we are here to help when you take the next step and sit for the CCXP exam 🙂 Rory LynchRory Lynch ★★★★★ 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.Response from the ownerThanks Rory, appreciate you taking the time to send us in a review! Lee SiefkenLee Siefken ★★★★★ Game-changing training and insight. Highly recommend CX Skills training program.Response from the ownerThanks so much Lee, your marketing insights also added a lot of value to the group and wish you all the best in implementing your new Quality program into the contact centre. Vanessa GraltonVanessa Gralton ★★★★★ An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.Response from the ownerThanks Vanessa, so glad you could join us on the How to Design a QA program for contact centres and best of luck with the implementation! Adrian PowellAdrian Powell ★★★★★ 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!Response from the ownerThanks Adrian, really appreciate your detailed review. Having already completed our Contact Centre Management Fundamentals course a couple of months ago it was great to have you back for this course! The QA course is certainly one of our favourites as having the right framework in place really drives everything you do in your contact centre. And as you have pointed out, just handing out a scorecard and saying 'use this' rarely works. Defining what quality is to your business is the key, and then having the right frameworks in place to ensure you drive it delivers sustainable results so we look forward to hearing your progress as you implement your program! js_loader

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We're grateful to the following companies who have trusted CX Skills with their training. See the full list here >

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

Pricing and Payment Options

This online course is delivered over 2 x 4.5-hour sessions to learn global best-practice quality assurance program design for contact centres facilitated live by global expert Daniel Ord and includes a comprehensive workbook containing approx 50 pages of sample monitoring forms, design checklists, definitions and more to assist you in developing your QA program.

Price:  $797 ex GST per person.

Tickets can be purchased using a credit card or invoice – just select your preferred option on checkout.

Available discounts:

  • Save 15% when purchasing 2 or more tickets in the same transaction (note: the discount will be applied on the final checkout page).
  • Volume discounts & Private training is available for this course.  Contact us for pricing and availability.
Measuring Quality training course for call centres

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