Quality Framework

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. 

Visit the ACXPA Events Calendar to find our upcoming courses, or search the ACXPA Supplier Directory to find consultants who can help you design, assess or implement your own quality framework.

Upcoming ACXPA CX Roundtable - Next Guest Coming Soon
Upcoming ACXPA Contact Centre Roundtable July 2024 - John Stavrakis

Upcoming ACXPA Member Bites Sessions

Short, sharp interviews and presentations on specific topics to fast-track your knowledge!

The ACXPA Member Bites are only available to ACXPA Members! 

ACXPA Members can watch all the ACXPA Member Bites at any time in their Video Library. Discover which membership is right for you >

Nadine Power, ACXPA National Advisory Board Member

IVR Best Practice

Over 90% of contact centres are using an IVR (Press 1 for this, press 2 for that), and we've encountered many contact centres with over four layers of options for customers to select from. In this session, Nadine will be sharing some best practice tips on IVR design for 2024.

Presented by Nadine Power, Client Success Manager, VERSA Connects (and ACXPA National Advisory Board Member)

More sessions announced soon! 

(If you're interested in speaking at one of our events, click here to learn more >)

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