Performance and Quality Challenge

P&Q Challenge 2018:

The P&Q Challenge is a highly regarded transformation programme that has involved hundreds of UK contact centres over the last six years. It is focussed on helping you deliver a more effective approach to quality management that fits the needs of today’s customers and contact centre teams. The four month programme is being led by Martin Hill-Wilson who created the planning framework and collaborative approach between participating organisations. He brings a lifetime of experience in contact centres, customer experience and latest best practice. His role will be to encourage you to think differently about your challenges and provide advice and encouragement along the four month journey as you develop your own customised solution.

How It Works:

The Challenge requires you to answer eight core questions about your intended approach to quality management. These are fully explained and discussed over five workshops. The time between workshops is spent finalising your own response through a mix of your own on site consultations, mixed group design sessions and model office style experiments in new working practices. The final session brings all your work into a final set of outcomes that become your launch plan. We then reassemble for a final celebratory session that allows everyone the opportunity to present and discuss each other’s progress.

Who is this programme for:

Heads of customer service, heads of quality, quality teams, team leaders, customer journey planners…

For full details, download our information leaflet here – Performance and Quality Programme

Register today to secure your place!