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Contact Center Training and Quality – They Belong Together - FCR - Blog

Contact Center Training and Quality – They Belong Together

Co-written by Jeremy Watkin & Sheri Kendall-duPont

In contact centers, training and quality are often mutually exclusive functions. Training is responsible for preparing new agents to support customers from the time they begin employment to the moment they hit the production floor. From there, quality takes over and regularly checks to ensure that what was learned in the classroom is put into practice on every customer interaction. Training might occasionally reenter the picture in the event that there’s a new initiative, policy, or procedure that agents need to know about.

So what’s the ongoing role of training in the contact center? Should coaching and development be left exclusively to the quality team, or should training have an ongoing role in this? On the flip side, can the quality team do more to help in the onboarding process? In this article, we explore quality and training in the contact center from both sides with the goal of understanding how they can better work together.

What training needs from quality

In the effort to work together, here are four things that contact center trainers need from the quality team.

  • Scoring isn’t coaching - A quality score, which is the result of many quality processes, doesn’t put learners in the best position to learn. For example, a negative score can cause an emotional response, putting agents in flight, fright, or freeze mode. If learning isn’t taking place in a quality coaching session, behavior doesn’t change, and this has an impact on performance. Don’t just hand agents a quality score, coach and develop them. Also, we so often hear quality coaches talk about giving agents a score. Always remember that you didn’t give anyone anything. They earned it!
  • Real coaching reinforces the learning - Coaching is forward looking and has a plan and feedback is backward looking. When agents learn in the classroom, it’s up to the quality team to ensure the learning is being applied and that goals are set to help learners continue to improve.
  • Keep an eye out for additional training opportunities - A good quality process quantifies the areas where agents are struggling and feeds these insights back to training so they can develop additional training for agents.
  • The trainer needs a seat at the table in quality discussions and calibrations - Since trainers are the ones giving agents everything they need to know before they hit the production floor, they should have a part in developing the quality process and criteria. They’ll know what needs to be monitored and reinforced and will be a valuable resource in those quality calibration sessions where the team works to become more aligned.

What quality needs from training

Now we turn it over to the quality team. Here are four things they want trainers to understand about their needs.

  • Quality teams need to know what is being trained - If the quality team is going to design a quality process to ensure a consistently high level of customer service, they need to know what agents are being trained to do. In fact, it’s probably not a bad idea to involve the quality team when designing the training.
  • Quality needs ongoing cooperation and collaboration with training - On a number of our high performing teams, the trainers are actively involved in the quality process at all levels, especially when new agents hit the floor. They don’t just dump them on the quality team. They roll up their sleeves and take part in listening to and reading interactions and coaching agents right along with the quality team.
  • We want fluid conversations with customers - Poor training can often result in disjointed customer service. New agents need to get to the point where they’re able to have fluid conversations with customers, not move through a checklist of points to cover or items to complete. New hires need to first know what they need to know, then they need to know why it’s important. Once they have basic knowledge and the why behind it, take the time to empower your agents, giving them the freedom to have a conversations with customers. They will thrive when they have your trust and plenty of time to practice.
  • Quality should be introduced in the onboarding process - One of the best ways to get off to a good start with quality is to introduce new agents to the quality process during onboarding. In fact, keep it in mind when developing training and involve quality throughout the process.

One note: Smaller contact center may have one person who wears both the quality and training hats. For those of you in that position, we hope this helps you realize that these two roles can and should fit very well together. As teams grow, however, these functions begin to separate and become their own teams and departments which makes consistent collaboration all the more important.

It’s about lighting up faces

We recently spoke with Haley Cisco, a supervisor in our Roseburg contact center. Haley was talking through the practice on her team where they no longer show agents their quality scores. It was exciting as she enthusiastically described the way her colleagues’ faces light up when she’s able to coach them on ways to improve their performance and connect them with the purpose behind it.

This is where this collaboration between quality and training gets really good. When we’ve focused purely on coaching agents to be the best they can be and helped connect them with the purpose and “why” behind a great customer interaction, faces lighting up is a rather common occurrence. And if their faces light up, imagine the impact to the customers they are serving. Isn’t that what it’s all about?


Publish Date: December 15, 2017 5:00 AM

2021 Buyers Guide Telecoms

Cloud IT Services GmbH

Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:


Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.

DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.

Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.


VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
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📠 Call Center Solutions


Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)

Nuxiba Technologies

Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!


Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.

The Phone Number Testing Company

Phone Number Testing and Validation
Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test.

If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers.

We offer a free no obligation test trial

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