Quality Assurance and Metrics Flashcards
6 cards from real Call Center Solutions practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 Quality Assurance and Metrics flashcards as text
What is 'root cause analysis' (RCA) used for in call center operations?
Answer: Identifying the underlying causes of recurring problems, high call volumes, or quality failures
RCA is a structured problem-solving approach that identifies the fundamental reason(s) behind a performance issue rather than addressing surface symptoms.
What does 'cost per call' (CPC) measure?
Answer: The total cost of operating the call center divided by the number of calls handled in a period
Cost per call is calculated by dividing total call center operating costs (staffing, technology, overhead) by the total number of calls handled, providing a key efficiency benchmark.
What is the purpose of 'side-by-side coaching' in call center quality management?
Answer: A supervisor sitting next to an agent in real time to observe, provide immediate feedback, and model correct behaviors
Side-by-side coaching involves a supervisor or trainer physically sitting alongside an agent during live calls to provide immediate, in-the-moment feedback and corrective guidance.
What does 'contact resolution at first contact' primarily reduce?
Answer: Operational costs and customer frustration by eliminating unnecessary repeat calls
Resolving issues on the first contact eliminates repeat calls, reducing operational costs, agent workload, and customer frustration simultaneously.
In QA sampling, what is the minimum recommended number of calls to evaluate per agent per month for statistically reliable feedback?
Answer: 4–8 calls
Industry best practice recommends evaluating 4–8 calls per agent per month to provide statistically meaningful, actionable feedback without overwhelming QA resources.
What is a 'coaching plan' in call center agent development?
Answer: A documented, structured action plan created after QA review that outlines specific performance gaps and improvement steps for an agent
A coaching plan documents an agent's specific performance issues identified through QA monitoring and outlines measurable goals, required training, and a timeline for improvement.