Call Center FREE Call Center Quality Assurance and Coaching Questions and Answers 2

Question 1

Which QA scoring method assigns different point values to criteria based on their impact on customer experience?

Accepted Answer

Weighted scoring

Answer

Pass/fail scoring

Answer

Binary scoring

Answer

Flat-rate scoring

Question 2

What is the primary purpose of a calibration session in call center quality assurance?

Accepted Answer

To ensure all QA evaluators score interactions consistently

Answer

To train new agents on call scripts

Answer

To review customer satisfaction survey results

Answer

To assign daily call quotas to agents

Question 3

During a coaching session, an agent becomes defensive about negative feedback. What is the most effective response?

Accepted Answer

Acknowledge their feelings, then refocus on specific observable behaviors with examples

Answer

End the session and reschedule for another day

Answer

Skip the negative feedback and only discuss positives

Answer

Escalate the issue to human resources immediately

Question 4

What does 'silent monitoring' refer to in a call center QA context?

Accepted Answer

Listening to a live call without the agent or customer knowing

Answer

Recording calls for later review

Answer

Having a supervisor sit next to the agent during calls

Answer

Reviewing chat transcripts after the interaction ends

Question 5

Which metric best measures whether QA coaching efforts are translating into improved agent performance over time?

Accepted Answer

Trend analysis of individual agent QA scores across multiple evaluation periods

Answer

A single post-coaching QA score

Answer

The total number of coaching sessions completed

Answer

Average handle time immediately after coaching

Question 6

What is a 'fatal error' in call center quality assurance scoring?

Accepted Answer

A critical mistake that automatically fails the entire evaluation regardless of other scores

Answer

Any error that increases average handle time

Answer

A technical system failure during a call

Answer

An agent using incorrect grammar during the interaction