Case study – Implementing call centre quality assurance for happier customers and higher productivity


Quality is the bedrock on which customer experience is built. So, Chris Dunn Consulting is delighted to share this case study on how its team helped Glen Dimplex Heating & Ventilation (GDHV) implement a call quality assurance system that led to happier customers and higher productivity...

The keys to success in implementing contact centre quality assurance for improved customer experience are:

•    Clearly-defined end-to-end call structures for polite and efficient call handling
•    Call reviews and agent feedback sessions using carefully designed quality scorecards 
•    Reporting and performance analytics to identify quality trends and improvement areas 
•    Bespoke training and coaching modules to drive performance improvements

Read more about how we helped GDHV to implement a new quality assurance system when their contact centre moved to remote working.

Based in Southampton, GDHV is a global leader in the design and manufacture of sustainable, efficient, and desirable heating and ventilation solutions. Its brands include Ability, Burco, Campa, Creda, Dimplex, Faber, Nobo, Redring, Valor and Xpelair. 


Over the past seven years, Chris Dunn Consulting has successfully completed a number of business transformation projects within the contact centre environment.

If you are looking for additional support for your contact centre to drive quality, customer experience, or sales, please don’t hesitate to call +44 7927 638711 or email



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