Quality Assurance and Monitoring Flashcards

What is the primary purpose of call calibration sessions in a call center QA program?

Answer: To ensure all evaluators score calls consistently using the same standards

Calibration sessions align evaluators so the same call receives the same score regardless of who reviews it.

Which monitoring method involves a supervisor listening to a live call without the agent knowing which call is being observed?

Answer: Silent monitoring

Silent (remote) monitoring lets supervisors listen in real time without alerting the agent to the specific call.

A QA scorecard typically includes an 'auto-fail' or 'critical error' category. Which behavior would most likely trigger an auto-fail?

Answer: Failing to verify the customer's identity before discussing account details

Skipping identity verification is a compliance breach that risks data privacy violations, so it typically zeroes out the score.

What does First Call Resolution (FCR) measure in relation to quality monitoring?

Answer: The percentage of issues resolved without the customer needing to contact again

FCR tracks whether the customer's issue was fully resolved on the first contact, a key quality outcome.

During side-by-side monitoring, what is a key advantage over reviewing recorded calls?

Answer: The supervisor can coach the agent immediately in real time

Sitting with the agent lets the supervisor give instant feedback and coaching during or right after the call.

Why should QA evaluations sample calls randomly rather than letting agents choose which calls are reviewed?

Answer: It gives an unbiased picture of typical agent performance

Random selection prevents cherry-picking and reflects the agent's true day-to-day performance.

What is the recommended way to deliver QA feedback to an agent after a low-scoring call?

Answer: Discuss it privately, citing specific call examples and improvement steps

Private, specific, timely feedback with concrete examples drives improvement without embarrassing the agent.