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Quality Frameworks for Contact Centres (September 2023)

September 7, 2023 @ 12:30 pm - 5:00 pm AEST

Quality Framework for Contact Centres training course

Quality Frameworks for Contact Centres (September 2023)

There is certainly no shortage of metrics available to measure quantitative performance in a contact centre – from the number of phone calls, wait times, Average Handle Time, 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.

The Quality Framework for Contact Centres September 2023 training course is completely agnostic and is not aligned with 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.

Can you answer these questions?

What is the standard greeting? Is a scoring mechanism of 1 to 5 or 1 to 10 better? Are you trying to achieve a fast and efficient service or provide a friendly service? What does good sound like? If you don’t ID the customer, is that an automatic fail? Should you ask if there is anything else you can do to assist at the end of a call? 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 course is delivered by global expert Daniel Ord and with an average review rating of 4.9/5 over the past 5 years, you can be assured it’s a course that provides maximum value!

Two powerful workshops

The Quality Framework for Contact Centres (September 2023) training course is delivered online over two 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

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

The trainer for the Quality Framework for Contact Centres (September 2023) training course is Daniel Ord from OmniTouch International recognised as one of the leading customer experience and contact centre trainers in the world with an average review score of 4.9/5.0

Click the button below to learn more and secure your tickets.

Learn more and access tickets


07 Sep 2023
12:30 pm - 5:00 pm AEST
Event Category:
Event Tags:




Job Suitability
Contact Centre Team Leaders, Contact Centre Managers, Quality and Compliance
Total DURATION of the Event
9 Hours
Delivery Format
2 x 4.5-hour sessions
ACXPA Member Discount
No. of Training Sessions
2 consecutive half days (4.5 hours each day)
Delivery Style
Course Categories
Contact Centre Course




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