Recorded Webinar: Best Practices in Performance and Quality Management

A replay and slides are available from our webinar sharing the results from best practice workshops conducted as part of the P&Q challenge.

In this webinar we will be sharing best practices that have come out of many hundreds of hours of effort, conducted as part of the P&Q (Performance and Quality) challenge.


  • Introductions – Jonty Pearce, Call Centre Helper
  • P&Q Challenge – The results – Martin Hill-Wilson, Brainfood Extra

Click here to view the slides.

  • Our Performance and Quality Journey – Simon Thatcher, Echo Managed Services

Click here to view the slides.

  • Performance Management with Analytics – Jonathan Wax, Nexidia

Click here to view the slides.

  • Your tips
  • Winning tip – “Present to groups of customers – Presented our process for quality monitoring, why we take it seriously and ran through some simple exercises to understand what they wanted from a call. e.g. What made it special to them. How they want us to treat them at the telephone. It’s enlightening and has helped us understand our customers more and tailor our service.” – Ian 11
  • Interactive Q&A – Live Questions from the audience.

Topics to be discussed

  • Latest research on Performance and Quality Monitoring
  • What should a future performance management system look like?
  • Best practices in Quality Measurement
  • Getting agents bought into Quality
  • Best ways to score agents
  • Building customer feedback into the process
  • Self-management and peer review
  • Helping team leaders to provide coaching
  • Building a highly transparent and calibrated process
  • Interaction analytics
  • Top tips from the audience
  • Interactive questions and answers


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