In this CCMA Circle session, Alex Williams from UK Power Networks, winner of the UK National Contact Centre Award for Best Quality Management Programme, shares the story behind a quality framework that has transformed the way quality is understood and delivered across the organisation. Rather than treating quality as a scorecard or compliance exercise, UK Power Networks has embedded it into everyday behaviours, coaching conversations, leadership routines and continuous improvement.

Alex will explore how customer insight, colleague feedback and data-driven decision making have helped identify opportunities for change, improve first-time resolution, reduce repeat contacts by 50%, and achieve record customer satisfaction scores. From learning teams and masterclasses to coaching, calibration and positive recognition, he’ll share the practical approaches that have made quality everyone’s responsibility.

Join the Circle discussion as we explore how shifting the focus from measuring quality to living quality can create stronger teams, better customer outcomes and a culture of continuous improvement.