A proven framework, made yours
Clear competencies and behaviours that define a great contact. Keep the framework, then put it in your own words.
Certified Contact Centre · Quality & Performance
Lift quality and performance with a proven framework you make your own.
Most contact centres have never had a reliable way to measure quality and performance, let alone lift them.
We give you the framework, the platform to measure it and the training to coach it. Then we show you how to shape it around your customers, your products and your goals.
- A proven frameworkBuilt on the ACXPA Global Contact Centre CX Standards, by people who’ve run contact centres.
- Made your ownYour words, your weightings, your measures and your compliance checks.
- Your people, trainedAssessors, leaders, team leaders and agents, with accredited scoring.
Watch · 6 minutes
Want to see how it works before you read on?
Justin walks you through the program: one picture of your whole team, how every call gets scored, exactly what to coach, and how it’s built around your business.
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 in a contact centre, 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 month in a Certified centre
Want to know exactly what to coach, for every agent, every month?
Here’s one agent’s month, start to finish: Aisha Khan, a strong performer with one gap. Every screen below is the real Agent Performance Matrix, running on our demo centre.
Each step feeds the next, so nothing gets re-typed and nothing gets lost between the call and the coaching.
- 1Score
Score how each call was handled, against a Standard everyone shares.
Your assessor marks each element of the framework Pass or Fail, with a note where it matters. The Standard for every element is one click away, so everyone scores the same way.
Compliance is checked on every call. A breach is flagged major or minor and reported on its own, never averaged into the quality score.
On this call, Aisha lost marks on Educate: she explained well, but didn’t check the customer understood.
Make it yoursRename the competencies and elements in your own words, set the weightings and add your own compliance checks.
See the full screen ↗ 
See the full screen ↗ Not sure? The Standard for every element is one click away: what it means, how to achieve it and what “not met” looks like.
- 2Check
Know whether they got it right, not just how it sounded.
A call can sound great and still give the customer the wrong answer. So quality has two parts: how the agent handled the call, and whether they got it right.
You add the second part yourself. In our demo centre it’s Accuracy & Knowledge: the right diagnosis, the right solution, the right account action. It’s scored separately, by whoever can actually check it, such as your back office straight from the ticket.
Both parts roll into one quality score. You choose the split, with the ACXPA framework always at least half. The demo centre runs 60/40.
This review of Aisha’s ticket was scored by a second assessor, Tom: right diagnosis, right fix, and notes that match what was done.
Make it yoursName the block, choose its elements, set its share of the score and decide who scores it.
- 3See
See who needs what, at a glance.
Every agent is a dot: quality and accuracy across, productivity up. Aisha sits in the top right, ahead of her team on both.
Click her, and the skill breakdown shows what’s stopping her going higher. Her accuracy is 100%, but Educate is at 10, against 43 for her team.
Make it yoursProductivity is measured on the numbers you already run your centre on, against your own targets.
- 4Prepare
Your team leaders walk into every one-on-one prepared.
Each month, team leaders get a coaching pack for every agent. It shows what’s going well and what’s holding them back, worked out from the scores.
AI adds a one-line summary and three coaching points, each with evidence from the calls, an opening question and a target.
Agents get their own report too: a cleaner copy of the pack, written for them. It leaves out the team leader’s private prep, like the AI’s read on the cause and the opening questions.
Make it yoursThe pack speaks your language: your competency names, your measures and your targets.
- 5Practise
Your team leaders rehearse the conversation before they have it.
Certified centres get a version of the Team Leader Coach that already knows your framework. One click from the pack opens it with Aisha’s month loaded: her scores, the Standard for each element and her assessors’ notes.
- PlanIt writes a plan for the conversation, built on her evidence and the Standard.
- PractiseIt plays Aisha, by chat or on a live call, and pushes back with her own numbers.
- FeedbackIt scores how the team leader did, such as whether they used the evidence and agreed a measurable target.
- RecordThe goal they agree goes straight into the Goal Tracker.
Make it yoursThe Coach works from your version of the Standard and your own notes on the agent.
- 6Track
Agree a goal that tracks itself.
The goal the team leader and agent agree goes straight into the Employee Goal Tracker, linked to the element it targets.
Because it’s linked, nobody has to update it: each month’s scores fill in the progress on their own.
Make it yoursThe team leader and agent agree the target and the date together.
- AgreeA SMART goal with a target and a date.
- Check inBook the next check-in. Reminders are emailed the day before and on the day.
- TrackProgress updates as each month’s calls are scored. No spreadsheet, no chasing.
- RememberNotes from every check-in stay with the goal, so each conversation picks up where the last one left off.
Want to see it working with your own scenarios?
Book a call and we’ll walk you through the live demo centre, using the questions you bring.
Built for every role
What’s in it for everyone in your centre?
Centre & QA managers
- Every site, team and agent on one picture.
- Scores you can defend, because every assessor is accredited.
- Compliance risk shown as major and minor breach rates.
Team leaders
- A ready-made coaching pack for every agent, every month.
- Practise the hard conversations before you have them.
- Goals that track themselves from each month’s scores.
Assessors
- Score against a clear Standard, not gut feel.
- Pass or Fail on each element, with notes where they help.
- Accreditation proves you score consistently.
Agents
- Know exactly what good looks like on every call.
- Their own copy of the coaching pack, written for them.
- Scores that are fair and consistent, not one person’s opinion.
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 your centre 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 make it your own.
Then comes role-based training for everyone involved, at least 6 hours per person depending on their role, delivered live by CX Skills, online or at your site. We tailor the mix to your team.
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
Your leaders learn how a best-practice contact centre runs: the KPIs that matter, workload planning, measuring quality and leading people.
Introduction to Contact Centre Management ↗04
Coaching for team leaders
Team leaders learn to coach to the framework every week, with live simulations and a coach-the-coach assessment. It’s the habit that makes the lift stick.
Contact Centre Coaching PRO ↗05
Frontline training
Your agents learn a repeatable way to deliver great service or sales on every contact: a framework, not rigid scripts. This is where the scores actually move.
Usually Phone Customer Service ↗ or Inbound Phone Sales ↗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 in your contact centre
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.
Who can see an agent’s results?
Team leaders see their own team. Managers above them see more. Your account owner decides who gets each permission, one at a time: who can score calls, who can edit the scorecard and who can allocate roles.
Do our agents’ names go to the AI?
No. Before anything reaches the AI, the agent’s name is swapped for a placeholder, other agents become “a colleague” and assessors are referred to by their role. Notes are also filtered to remove personal details and call references. The name is put back only in your browser.
What does the AI do, and what does it cost?
The AI writes a one-line summary and three coaching points in each monthly coaching pack, and powers the Team Leader Coach. What’s going well and what’s holding an agent back is worked out from the scores, not by the AI. It runs on the monthly ACXPA AI Credits that come with your Business membership: a coaching pack summary is 1 credit per agent per month, and it’s saved, so opening it again costs nothing.
Can we see it working before we commit?
Yes. Book a call and we’ll walk you through the live demo centre: scoring a call, the matrix, the coaching pack and the Team Leader Coach, using the questions you bring.
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
ACXPA Platinum Sponsor
