In addition to the glossary term below, ACXPA Members also have access to a range of additional resources, including our Member Symposiums & Video Library, premium resources to download, exclusive industry insights & data, discounted training courses and lots more!
A Quality Framework is a structured program that sits across an entire organisation to set boundaries and structure to quality improvement.
The simple theory being that each ‘section’ of a business has an influence on quality.
There are lots of theories, models and structures you will find online but broadly they can be defined as having four key entities or stakeholders:
The four entities of a Quality Framework
1. Customer Demand (Stakeholders)
There has to be a reason for your business to exist.
To meet a customer demand for something.
It might be a product, service or both.
But one thing is for sure, very rarely does it ever standstill.
2. Direction (Policy)
The business leaders have to decide how they will respond to that market demand.
Setting the Corporate Plans, the Vision and Mission for the organisation and the Goals and Objectives.
3. Facilities (Organisation)
How the business will meet the corporate plans etc.
This includes the organisation structure, the incentive programs and the quality management systems.
4. Products and Services (Means)
Where the business actually produces the products or services including the people, resources and the means of production.
You can read more about this model including a great diagram on the Business Analysis Excellence website.
Designing a Contact Centre Quality Framework
Designing a Quality Framework is often seen as one of the most difficult components of setting up a contact centre.
Thankfully, there is help available!
Each month, we report on the performance of the Australian Contact Centre industry using the Australian Contact Centre Quality Framework comprising five different competencies and 18 different behaviours.
We also run a number of training courses that teach contact centre professionals how to design and implement a QA Framework, as well as courses to help frontline agents improve their customer service standards using the quality framework.