Learn how to measure and drive quality & compliance in your contact centre
$797 AUD per person
Updated course format and content for 2022!
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 and compliance in the contact centre it’s where things really get tough.
There is no ‘off-the-shelf program you can purchase and there is no magic silver bullet in magically fixing all your quality issues in a contact centre.
Why? Because there are lots of components that you need to consider. Firstly, no two call centres are ever the same.
And what even is quality to your business? Ask two different businesses and you’ll most likely get two different answers. The same applies to your agents. And your Managers. And your Team Leaders.
What is the standard greeting? Is a scoring mechanism of 1 to 5 or 1 to 10 better? Are we trying to achieve a fast and efficient service or provide a friendly service? If we don’t ID the customer is that an automatic fail? How do I know the level of quality my workforce is performing? How do we improve the quality of our customer service?
Having a robust QA framework for your Contact Centre is the answer to all these questions and so much more.
This 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.
This 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.
Learn global best-practice methodology
Participants of the Quality Assurance Course for Contact Centres 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 QA for Contact Centres online 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?
This 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
And because designing a Quality Assurance Framework in a Contact Centre typically involves many stakeholders (e.g. frontline agents, Team Leaders, QA staff, Managers etc), you can send multiple people to the course with a 15% discount when sending 2 or more staff.
What you’ll learn:
You’ll learn how to design a powerful Quality Assurance program over four core modules:
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
Guiding an individual to higher levels of quality performance is one of the greatest gifts a great Manager give their people. Coaching makes that happen!
- 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 facilitator, Daniel Ord
The trainer for the Quality Assurance 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 he has been a regular visitor to Australia for over 20 years.
Credentials-wise, Dan is a Certified Customer Experience Professional (CCXP), one of only a handful of recognised CXPA trainers in the world, an International Customer Management Institute (ICMI) Certified Associate, a Call Centre Industry Advisory Council Training Partner (CIAC), Net Promoter Certified and Daniel was the first to bring professional management level Contact Centre certification to Asia back in the early 00s (he was based in Singapore for 20 years).
Daniel is consistently regarded as the best trainer in the industry with his incredible subject matter expertise, excellent storytelling with real-world examples, a great sense of humour and a clear passion for the industry and helping people excel.
So it’s not surprising to note that despite all the numerous industry accolades and recognition, it’s the Customer Testimonials Daniel is most proud of and you can read a selection of his recent testimonials below.
Recent Course Testimonials
The How to Design a Contact Centre Quality Framework course is delivered via Zoom Teleconferencing and users will be sent a comprehensive workbook (electronically) along with the Zoom link prior to the course commencing. We offer this course both publicly and privately with the differences outlined below:
The How to Design a Contact Centre Quality Framework is delivered as 2 x four-hour modules enabling you to learn your skills with plenty of time to practice and apply your new learnings in between each session.
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.
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.
About CX Skills
CX Skills is a specialist training business that only delivers contact centre, customer experience, customer service and leadership related courses facilitated exclusively by industry professionals. We’re one of the founding members of the Australian Customer Experience Professionals Association (ACXPA) and we are committed to helping Australia to be recognised as global leaders in Customer Experience.
We’ve trained thousands of staff across a diverse range of businesses and we’re proud of the amazing customer testimonials we’ve received directly and on Google reviews (the most recent listed below) so you can rest assured your training is in good hands.
Purchase tickets for the How to Design a Contact Centre Quality Framework
Upcoming public dates for the Quality Assurance for Contact Centres course are listed below.
This is a great course to attend on your own or with a couple of key people and it’s also very popular as a private course enabling you to involve all your key stakeholders (e.g a selection of frontline agents, Team Leaders, Managers, QA staff etc) in the design of your Quality Assurance program ensuring everyone is ‘on the same page’ as you design and implement your quality program. Contact us for more information about our private courses.
Learn how to design and build a quality assurance program for customer service, call centres etc that will improve compliance and drive customer service excellence in our October 2022 online course delivered by global expert Daniel Ord.