Monitor the quality of customer service transactions

This standard is part of the customer service competence area related to Handling Problems, Queries and Complaints. It includes monitoring the quality of customer service transactions. It covers the behaviours, processes and approaches that are most effective when handling customer service problems.  Remember that customers include everyone to whom you provide products and services. They may be external to your organisation or they may be internal customers.

You monitor the quality of customer service transactions to improve the overall quality of your organisation's customer service. You measure quality and improvements of high volume of customer service transactions delivered face-to-face, by telephone or online by adopting a systematic sampling approach. This involves you assessing performance agreed criteria and performance ratings. You use spot checks and routine checks to observe colleague performance and analyse results to identify patterns and trends. You provide feedback to colleagues so that actions to improve individual performance can be taken.

This standard is for customer service professionals on supervisory or managerial levels who monitor the quality of customer service transactions and work with colleagues to improve their performance.

---

1. identify the criteria for monitoring the quality of customer service transactions
2. agree a sampling frame for monitoring customer service transactions
3. plan monitoring that complies with your organisation's guidelines for informing staff and customers that they are being monitored
4. identify rating scales for measuring the quality of customer service transactions
5. develop knowledge of the customer service procedures for transactions you are monitoring
6. carry out spot checks or observations of the quality of customer service transactions
7. carry out planned routine checks or observations of the quality of customer service transactions
8. observe or listen to a colleague dealing with a customer service transaction
9. record your observations of colleagues performance against agreed quality criteria
10. make judgements about quality of service delivery by allocating performance ratings on the rating scale
11. summarise your observations to identify patterns and trends in colleagues performance
12. provide feedback to colleagues that highlights the features of customer service where they met your organisation's requirements
13. give feedback to colleagues about aspects of their customer service delivery that they need to develop to meet your organisation's
14. propose action plans for coaching or training to improve colleagues customer service delivery when required
15. maintain records of customer service quality monitoring and action plans for improvements
16. follow the legal, organisational, codes of practice and policies relevant to your role and the activities being carried out

---

1. the agreed quality criteria for judging the quality of customer service delivery in your organisation
2. the methods used to construct a representative sample of customer service transactions for monitoring quality
3. the importance of compliance with guidelines about ensuring customers and colleagues know they are being observed to monitor quality of service, and how they are informed
4. the ratings and scales that your organisation uses to judge customer service transactions
5. your organisation's procedures and guidelines for customer service transactions
6. how to record details of customer service transactions you have spot checked and observed to provide feedback
7. the advantages and disadvantages of routine and spot checks
8. how to listen or listen to a colleague dealing with a customer service transaction without disrupting or distracting them
9. how to complete monitoring records using your organisation's agreed quality criteria
10. how to allocate performance ratings for colleagues when judging the quality of their customer service
11. the techniques used to identify patterns and trends in customer service delivery when you are analysing and summarising your monitoring activities
12. how to provide feedback to colleagues that helps them to explore their performance against your organisation's requirements
13. the importance of providing feedback that highlights effective performance in addition to identifying areas for improvement
14. the sources of information about coaching and training options to improve customer service delivery and how to
15. the importance of keeping detailed records of service quality monitoring, coaching and training relating to colleagues' customer service delivery
16. the legal, organisational, codes of practice and policies relevant to your role and the activities being carried out

---

---

---

---

---

---

---

---

---

---

1

---

01 Mar 2026

---

Current

---

Original

---

Instructus

---

CFACSD13

---

Customer Service Occupations

---

7219

---

monitoring quality; customer service transactions; performance ratings; face- to-face; telephone monitoring; online; measure performance; patterns and trends; customer service; contact centres; developing; improving;

---