Call Center Solutions Quality Assurance and Metrics 1

Question 1

What is a QA scorecard used for in call center quality assurance?

Accepted Answer

A standardized evaluation form used to assess agent performance across key criteria on each monitored call

Answer

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?

Accepted Answer

A process where multiple QA evaluators score the same call to ensure scoring consistency

Answer

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?

Accepted Answer

Schedule Adherence

Answer

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)?

Accepted Answer

The average time callers wait in queue before being connected to an agent

Answer

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?

Accepted Answer

A trained evaluator who poses as a regular customer to objectively assess service quality

Answer

Mystery shopper programs use trained evaluators who call the center posing as real customers to provide an unbiased assessment of the customer experience.

Call Center Solutions Practice Test

Call Center Solutions Practice Test

Call Center Solutions Quality Assurance and Metrics 1