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!
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.
CX Roundtables - Upcoming Guest
Live and interactive sessions for customer experience professionals in Australia.
Contact Centre Manager Roundtables - Upcoming Guest
Live and interactive sessions for contact centre professionals in Australia.
Next Members Symposium Livestream: Tuesday, 21st May, 2024, 13:30 AEST
The Members Symposium sessions are only available to ACXPA Members!
ACXPA Members can watch the symposium live, and, can watch any of the sessions at any time in their Video Library.
Preview of upcoming Symposium Sessions:
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, Chief Product Officer, Datagamz (and ACXPA National Advisory Board Member)
Tips to Boost Engagement on Calls
Of the five quality competencies we assess as part of the Australian Call Centre Rankings, the 'ENGAGE' competency from the Australian Contact Centre Quality Standards has consistently been at the bottom of the rankings throughout 2023 and into 2024.
In this session, Simon will provide some tips that can be shared with agents on how to increase engagement with customers at the start of calls.
Presented by Simon Blair, General Manager Quality Insights, ACXPA
More sessions announced soon!
(If you're interested in speaking at one of our events, click here to learn more >)
