A quality framework, defined
Clear competencies and behaviours that define a great contact — the same way every time, so a score actually means something.
Certified Contact Centre · Quality & Performance
You know you need to lift quality and performance. We give you the system to actually do it.
Most contact centres have never had a reliable way to measure quality and performance, let alone lift them — no clear standard, no training, no method to coach it. We give your team all three, on one clear picture, and teach you to shape it around what matters to your business — for sales or service, at any size.
No enterprise budget · No months of consulting · No complicated software
Performance Matrix Live demo · sample team
Hover a dot to see the agent — every person plotted on quality against productivity.
Sound familiar?
You know your quality could be better. You’ve just never had a way to fix it.
No real way to measure it
You listen to a few calls when you can, but the scores feel subjective and nobody’s quite sure what “good” should look like.
No training, ever
Your leaders were promoted because they were great on the phones — not because anyone taught them how to assess or coach quality.
Quality vs. speed, always pulling
Push for productivity and quality slips; push for quality and handle time blows out. You can never see both clearly at once.
Tools built for someone bigger
The serious platforms are heavy, costly and complex — built for huge operations, not a team like yours. So you fall back to a spreadsheet.
If you’ve been meaning to “sort out quality” for a while but never had the standard, the training or the tools to do it properly — that’s exactly what this is for.
This wasn’t dreamed up in a consultancy. It was built by people who’ve run real contact centres — sales and service, inbound and out, large and small — and know what actually works on the floor, not just in theory.
What you get
A complete quality and performance system — not just another tool.
Four parts that work together. The standard defines what good looks like, the platform makes it measurable, the training makes your people able to apply it, and the accreditation keeps everyone scoring the same way.
The Agent Performance Matrix
Score the calls you sample. Quality and productivity plot every agent on one matrix, with the framework, compliance and coaching behind each dot.
For everyone involved
Role-based training for assessors, leaders, team leaders and frontline agents — so quality is a shared practice, not one person’s opinion.
Scores you can trust
Assessors are accredited by scoring to the framework consistently — so your numbers hold up, and your centre earns a credential worth showing.
See it in action
One picture of your team — then drill all the way down.
The matrix shows who’s where at a glance. Click an agent to see their score on every competency — then click a competency to see exactly which behaviour is letting them down. That’s how coaching gets specific.
Click an agent to drill into their framework scores ▸
Built around your business
Quality that means something to your business — not a generic checklist.
Great quality in a sales team isn’t the same as in a complaints team. We teach you the framework and how to tailor it yourself — so it fits your customers, your products and your goals. When an agent scores well, it’s because they did right by your business.
- Set your own weightings
Decide what counts most for your centre — the framework follows your priorities, not a fixed formula.
- Add your own compliance checks
Build in the non-negotiables for your business — ID checks, disclosures, whatever you can’t get wrong.
- Choose your productivity measures
AHT, adherence, sales, resolution — track the numbers you actually run the floor on.
- A framework, not scripts
Agents learn a repeatable way to handle any contact well — for sales or service — not robotic lines to read out.
What’s included
Everything to set it up, train your people, and keep it running.
It starts with a workshop where we teach you the framework and how to customise it to your centre — then role-based training for everyone involved, at least 6 hours per person depending on their role, plus the accreditation that keeps your scoring consistent.
01
Setup workshop
We bring your key stakeholders together, teach you the framework, and show you how to tailor it to your centre — so you leave able to shape and run your own standard, not dependent on us.
02
Assessor training & accreditation
Everyone who scores calls is trained on the framework and accredited to score consistently — so your numbers can be trusted.
03
Leadership fundamentals
All your contact centre leaders grounded in the fundamentals of running a best-practice operation — the operational essentials a high-performing centre is built on, not just quality.
04
Coaching for team leaders
One of the two engines of lasting success: team leaders learn to coach against the framework every week — the habit that turns a one-off lift into performance that sticks.
05
Frontline training
The other engine: your agents learn a repeatable way to deliver great sales or service on every contact — a framework, not rigid scripts. This is where the scores actually move.
06
Platform, Standard & the badge
Annual platform access and your licence to use the framework — plus the right to display the Certified badge on your site, tenders and job ads.
★
ACXPA Business Membership — built in
The program runs on a full ACXPA Business membership — if you’re not already a member, one’s included; if you are, it builds on what you’ve got. Either way you have the entire ACXPA resource library: workforce calculators, QA tools, coaching guides, templates, job descriptions and dozens more.
Built for real centres
Serious about quality, without the enterprise overhead.
The big quality-certification programs deliver real rigour — but at a scale most centres can’t reach: huge budgets, long consulting engagements, and machinery that takes a dedicated team to run. We give you the rigour in a form you can actually adopt — grounded in real operational experience, not theory.
The big enterprise programs
- Six-figure budgets and long consulting engagements
- Heavy frameworks that need a dedicated team to maintain
- Built for very large, well-resourced operations
- Months before anything changes on the floor
Certified Contact Centre
- Priced and scaled to your headcount — any size
- Run by your own team after focused training
- Works for sales or service, inbound or outbound
- Simple enough to actually use — live in weeks, not quarters
The path to certified
Four steps from “we should fix quality” to certified.
- 1
Learn & customise
We teach you the framework and how to tailor it to your centre, so it fits how your business defines quality.
- 2
Train & accredit
Your people complete their role-based training; assessors prove they score consistently and earn accreditation.
- 3
Score & coach
Sample and score real calls. The matrix shows where every agent sits and exactly what to coach.
- 4
Certify
Your centre earns its accreditation and the right to display the Certified badge — renewed each year.
How the investment works
Priced to your centre, not to a boardroom.
There are two parts — getting certified, then staying certified — both tailored to your size and the roles you’re training. Here’s the shape of it.
Get certified · one-off Stand the program up
Everything to get your people trained and your standard live.
- Setup workshop — we teach you to customise the framework
- Assessor, leader, team-leader & frontline training
- Initial accreditation
Stay certified · annual Keep it live, year on year
One annual licence keeps everything running.
- Full platform access — the Agent Performance Matrix
- Licence to use the framework & display the badge
- Annual re-accreditation & re-certification
- ACXPA Business membership maintained
Questions
The things people ask us first.
We’ve never done structured quality before — is this too advanced for us?
It’s built for exactly that. If you’ve never had a standard, never been trained, and aren’t sure how to measure or improve quality, this is the starting point — we teach you from the ground up and give you a system simple enough to actually keep using.
Do we need to be able to record calls?
Yes — that’s the one real prerequisite. To sample and score against the framework you need to be able to record and replay calls. Almost every phone system and contact-centre platform can; if yours does, you’re ready.
Do we need special software or IT?
No. The platform runs in your browser and is included in the program — nothing to install, no integration project, no IT lift.
How big does our centre need to be?
Any size. The program scales to your headcount — whether you’re ten people or several hundred — and pricing scales with it.
Does it work for sales as well as service?
Yes. One framework, customised to your environment — inbound or outbound, support or sales. You set the weightings, compliance checks and productivity measures that fit what your centre does.
How is this different from a normal QA scorecard?
Most QA programs are compliance-based — did the agent give the disclosure, follow the process, tick the boxes. That matters, and it’s built in. But compliance alone doesn’t make a customer happy or win a sale. We add the soft skills — how the agent engages, listens, explains and closes — the behaviours that actually drive experience and results. You get both, in one score.
We already do some QA — does this replace it?
It gives what you already do a proper standard, structure and consistency — so your scores can be trusted, your coaching is specific, and everyone’s assessing the same way.
We’re already an ACXPA Business member — does that change things?
Only in your favour. The program assumes a Business membership and the certification builds on the one you already have — you won’t pay for it twice.
How long until we’re up and running?
Weeks, not quarters. It starts with a workshop, then training, then you’re scoring real calls — without the long consulting engagement the big programs require.
How is this different from the big certification programs?
Same seriousness about quality, without the six-figure budgets, heavy machinery and dedicated teams. It’s built from real contact-centre operations and designed to be run by your own people.
What does it cost?
Two parts: a one-off to get certified — the workshop, training and accreditation — and an annual licence to stay certified, covering full platform access, re-accreditation and your ACXPA Business membership. Both are tailored to your size and the roles you’re training, so enquire and we’ll build you a quote.
Talk to us
See what certified looks like for your centre.
Tell us a little about your operation and we’ll show you exactly how the program would work for your size, your roles and your goals — and what it would cost.
Prefer to talk? +61 (0)3 9492 2871 Mon–Fri, 8:30am–5:30pm (AEST/AEDT)
Send an enquiry
Book a call with Justin Tippett, ACXPA CEO
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