Quality Framework for Contact Centres Training Course
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.
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.
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?
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
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
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.
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.
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.
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
About your trainer, Daniel Ord
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.
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.
With an average rating of 4.9/5.0 you can be assured this course is one not to miss!
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.
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.
- 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.
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With annual memberships starting from just $197, it can be a great way to save money now on your training, plus, you'll gain access to a host of powerful membership benefits for your employees and business.
Purchase tickets now to the next Quality Framework for Contact Centres public course
Select your preferred date from the courses below – click on the course to see the exact dates and times and to purchase a ticket.