Call Center Solutions Quality Assurance and Metrics 1 — Questions and Answers
Question 1: What is a QA scorecard used for in call center quality assurance?
- Tracking the number of calls an agent handles per day
- A standardized evaluation form used to assess agent performance across key criteria on each monitored call (Correct answer)
- A report showing daily queue statistics
- A document listing customer complaints
Correct answer: A standardized evaluation form used to assess agent performance across key criteria on each monitored call
QA scorecards provide a consistent, objective framework for evaluating calls against criteria such as greeting, compliance, empathy, resolution, and closing.
Question 2: What is 'calibration' in call center quality assurance?
- Adjusting headset audio levels for agents
- A process where multiple QA evaluators score the same call to ensure scoring consistency (Correct answer)
- Testing the accuracy of speech analytics software
- Aligning IVR menus with customer journey maps
Correct answer: A process where multiple QA evaluators score the same call to ensure scoring consistency
Calibration sessions bring QA evaluators, supervisors, and trainers together to score the same call independently and then compare scores to identify and resolve rating discrepancies.
Question 3: Which metric directly measures whether agents are following their assigned schedule?
- Service Level
- Schedule Adherence (Correct answer)
- Occupancy Rate
- Average Speed of Answer
Correct answer: Schedule Adherence
Schedule adherence measures the percentage of time agents are doing what their schedule requires (e.g., logged in and available) compared to when they were scheduled to be.
Question 4: What is 'Average Speed of Answer' (ASA)?
- The average time it takes an agent to find the answer to a customer question
- The average time callers wait in queue before being connected to an agent (Correct answer)
- The average rate at which agents speak during calls
- The time between call end and the next call beginning
Correct answer: The average time callers wait in queue before being connected to an agent
ASA measures how long, on average, callers wait in the queue from the moment their call enters the system until an agent answers.
Question 5: What does a 'mystery shopper' call in a call center QA program involve?
- A customer who shops online and calls to ask about products
- A trained evaluator who poses as a regular customer to objectively assess service quality (Correct answer)
- An anonymous complaint submitted through the IVR
- A supervisor who randomly listens to live calls without the agent's knowledge
Correct answer: A trained evaluator who poses as a regular customer to objectively assess service quality
Mystery shopper programs use trained evaluators who call the center posing as real customers to provide an unbiased assessment of the customer experience.
Question 6: What is a 'fatal error' on a QA scorecard?
- A technical glitch that terminates a call unexpectedly
- A critical failure in a call that results in an automatic zero or fail score regardless of other performance (Correct answer)
- Scoring an agent below 50% on any criterion
- A compliance violation reported to a government agency
Correct answer: A critical failure in a call that results in an automatic zero or fail score regardless of other performance
Fatal errors are actions so serious (e.g., sharing customer data inappropriately, making false promises, violating HIPAA) that the entire call fails regardless of how well other elements were handled.
Call Center Solutions Quality Assurance and Metrics 1
What is a QA scorecard used for in call center quality assurance?