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 a QA scorecard used for in call center quality assurance?
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.
What is 'calibration' in call center quality assurance?
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.
Which metric directly measures whether agents are following their assigned schedule?
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.
What is 'Average Speed of Answer' (ASA)?
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.
What does a 'mystery shopper' call in a call center QA program involve?
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.
What is a 'fatal error' on a QA scorecard?
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.