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 hundreds of different metrics to choose from.

But measuring and driving quality in the contact centre is where things get tough.

Despite what vendors might tell you, there is no ‘off-the-shelf’ program you can purchase, and no magic silver bullet will solve all your quality issues in a contact centre.

Why? Because there are lots of components to drive quality improvement successfully.

Firstly, no two call centres are ever the same.

What does quality even mean to your business? Ask two different businesses, and you’ll most likely get two different answers. The same applies to your agents, Team Leaders, and Managers.

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? Should we be friendly for formal? 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?

A robust QA framework for your Contact Centre answers all these questions and so much more.

The Quality Frameworks for Contact Centres training course is not aligned with any technology vendors or consulting businesses trying to push their agenda.

It’s built on solid foundations of over 30 years of experience in global best-practice quality assurance programs in contact centres that will help you build your own QA program to transform quality delivery for your contact centre.

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 various strategic objectives, including enhanced Customer Experience, better Frontline Engagement, empowered Team Leaders, improved Training curriculums and ongoing innovation in Quality standards.

It begins with understanding a culture of service, how to put together a strong Service Vision (and why that’s important), and how to develop clear standards.

The standards are central to the QA framework, providing clear guidance to employees on what good looks and sounds like, so there is no ambiguity on what quality means to your business.

The Quality Frameworks for Contact Centres November 2024 training course will provide attendees with a proven, structured approach to designing, implementing and continuously improving an effective Quality Assurance Program for a contact centre – whether you have an existing program already in place that you are looking to optimise,  or you are seeking to implement a  brand new program.

And this is not just a theory-based course!

Participants will work through several logical ‘steps’ including setting a Service Vision, selecting & defining Quality standards, establishing an internal measurement logic, designing Quality Assurance reports and communicating outcomes.

The included Participant Guide for this course is highly valued, containing almost 50 pages of samples of Quality Standard definitions, Monitoring Forms, Design Checklists and more to help you get a great head-start on developing 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 Frameworks for Contact Centres training course will benefit anyone 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, involving key stakeholders from other areas of your business in designing your QA program where possible, either during this course or at a later stage (e.g. marketing, sales, executive teams, etc) is highly recommended!

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 public 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 Frameworks for Contact Centres training course is delivered online over two powerful workshops, each approximately 4.5 hours, for 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.  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 your business should deliver.

So, in this module, we cover:

  • Understanding how to use the Organisation’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 your selected service.

So, documenting standards clearly and designing clear and usable forms 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. In this module, we’ll cover how to set up your monitoring & calibration practices.

  • Defining Monitoring.
  • Deciding the objectives for Monitoring.
  • The five classic methods for Monitoring and how to craft a mix.
  • Defining Calibration and conducting effective calibration sessions.
  • The four levels of Calibration.

Module 4:  Coaching & Development practices that work

The final module provides insights into how to ensure your quality framework is effectively used, including:

  • 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 November 2024 Quality Frameworks 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

When it comes to high-quality training, the experience and passion of your trainer are everything.

As you’ll note by the reviews below, Daniel Ord is one of the best in the business!

View all our customer 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/virtually.

Online training has many benefits, and importantly, our customer review scores and customer testimonials have remained high, which is the ultimate test!

Employees can join the training directly from their home or the office.

With an average customer review rating of 4.9/5.0, you can be assured that this course is of the highest calibre and delivers results!

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 customer service, customer experience (CX), contact centre, workforce optimisation (WFM/WFO) and workplace wellness courses designed and facilitated exclusively by industry professionals.

We're the official training partner 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
CX Skills
Excellent
5.0
Based on 32 reviews
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 owner: Thanks 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/
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 owner: Thanks 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!
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 owner: Thanks 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!
The best course I have taken in 4 decades of customer service.
Response from the owner: Oh 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 🙂
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 owner: Thanks 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!
Great company to work with. Excellent training course with trainers that really bring the content to life!
Response from the owner: Thanks Joyi, it was a pleasure to have you on our Contact Centre Management Fundamentals course, your enthusiasm and passion is infectious!
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 owner: Thanks Eloise, thrilled you enjoyed the course and put the skills learnt into action! We look forward to hearing about your future successes 🙂
Highly Recommended!
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 owner: Thanks 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
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 owner: Thanks Sheree for taking the time to leave us a review and glad you enjoyed the course!
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 owner: Thanks 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
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 owner: Awesome 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!
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. Helen
Response from the owner: Thanks 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!
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 owner: Thanks 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
Justin offers such a wealth of knowledge and skills that can be applied to leaders in any business. Thank you Justin!
Response from the owner: Thanks 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.
Response from the owner: Thanks Dirk for attending the Introduction to Contact Centre Managers course. Good luck with your new business venture!
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 Goss
Response from the owner: Wow, 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!
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 owner: Thanks 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!
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 owner: Thanks 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!
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 owner: Thanks 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 🙂
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 owner: Thanks Rory, appreciate you taking the time to send us in a review!
Game-changing training and insight. Highly recommend CX Skills training program.
Response from the owner: Thanks 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.
An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.
Response from the owner: Thanks 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!
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 owner: Thanks 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!
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.
Response from the owner: Thanks Monica for the wonderful review. It's been a pleasure working with yourself, Todd and all of your wonderful staff in delivering our Managing Difficult Customers course to your entire team.
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!
Response from the owner: Thanks Chris for your great review and so pleased you enjoyed the Inbound Sales Professional course with Simon. And we agree, once you've learnt the structure it makes sales a much more effective and enjoyable process!
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.
Response from the owner: Thanks Nicole for your wonderful review! It was great to meet you on the course and I look forward to hearing about your future successes.
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.
Response from the owner: Thank you Badri. So great to hear you loved the Managing Difficult Customers course and that the learnings have helped you in both your work and personal life!
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.
Response from the owner: Thanks Sarsha, was great to meet you and the team and I wish you all the best on your customer experience and call centre journey!
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.
Response from the owner: Thanks Katherine, we loved having you on the course and thanks for sharing some of your interesting stories and examples!
Response from the owner: Thanks Linda, great to have you in our course!
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.
Response from the owner: Thanks Kaylee, it was a pleasure to spend some time with the team and I'm sure with that level of enthusiasm and passion your contact centre will be in good hands for the future!
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Our Recent Customers Include:

We're grateful to the following companies who have trusted CX Skills with their training. View our full customer 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.

It includes a comprehensive workbook containing approximately 50 pages of sample monitoring forms, design checklists, definitions and more to assist you in developing your QA program.

Price:  $798 ex GST per person.

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

Available discounts:

  • Save 15%  when booking for two or more staff in the same transaction (note: the discount will be applied on the final checkout page, and no other discounts apply).
  • ACXPA Members save 25% off all CX Skills courses for 12 months. Learn More >
  • Do you want to train your whole team or multiple employees?  Contact us for customised pricing and availability.
Measuring Quality training course for call centres

Do you have questions about this QA Frameworks course?

Do you want to train your whole leadership team and take them on the quality transformation journey?

Contact us at +61 3 9008 7287 between 8:30 am to 5:30 pm AEST/AEDT (Melbourne, Australia) Monday to Friday or send us a message anytime >

Purchase tickets now to the next Quality Framework for Contact Centres public course

All the publicly available Quality Assurance for Contact Centre courses are listed below – click on your preferred date to purchase tickets.

Tickets can be purchased instantly with a credit card or you can request an invoice on the checkout page.

If you have larger numbers (more than 6) and would like more flexibility with dates and times, contact us for pricing and availability on a private course.

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