Best Practice in Quality Monitoring

If you are beginning a journey into Quality, or would like to benchmark your practices, we can help with a bespoke consultancy package. Many of our clients seek to update their approach or to evolve their Quality processes from calls to other channels such as live chat, email and social. Click here to request a no-obligation conversation with industry expert Carolyn Blunt.

If you have a tool that is already fit for purpose and would like to progress to training then this course is perfect for contact centre coaches, team leaders or managers. It supports them to consistently optimise performance through the effective use of your Quality tool.

In the training course we can use your own tools or  provide sample processes and quality monitoring forms (scorecards) that can be customised to suit your organisation and be implemented straight away.

Alternatively we can work with you on a consultancy basis beforehand to review or design your processes. We can then communicate the new approach and train all those conducting quality monitoring in this session to achieve a consistent output. Many of our clients then ask us to help train their Advisors too, in what behaviours they need to display to score top marks.

You can see more about the work we have done for other customers around quality monitoring and frameworks in our portfolio of case studies. A great place to start would be the Autoglass or NHS case studies.

We advocate the use of call recording and interaction analytics for successful quality monitoring, but can work with what you have and advise you upon request.

The Course

This course is ideal for your organisation to benchmark itself on quality monitoring, whether this is a new activity or a refresh of current activity.  We can assist you to clarify the best practice content for your call/email/web/media/chat channels to handle customer contacts and customise your quality monitoring or scorecard documentation and processes from a range of samples provided to find just the right approach for you.


This is an interactive session so come prepared to discuss and practice your skills in a safe, friendly and fun environment. It’s the best way to learn and the day will fly by!


The course lasts 1 days


The course usually runs from 9.30-4.30


Venue of your choice

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