Quality Assurance and Monitoring Flashcards

In the US, what must many call centers announce at the start of a call to comply with call-recording laws?

Answer: That the call may be recorded or monitored

Two-party consent states require notifying callers that the call may be recorded or monitored.

What does speech analytics software primarily allow a QA team to do?

Answer: Automatically score 100% of calls for keywords, sentiment, and compliance phrases

Speech analytics scans every recorded call for keywords, sentiment, and compliance markers instead of small manual samples.

An agent consistently scores well on QA evaluations but has low customer satisfaction (CSAT) scores. What should the QA team consider first?

Answer: The scorecard may not measure what actually matters to customers

A gap between QA scores and CSAT often signals the scorecard rewards checklist behavior instead of real customer outcomes.

Which metric measures how consistently an agent adheres to their assigned work schedule, often monitored alongside quality?

Answer: Schedule adherence

Schedule adherence tracks whether agents are working when planned, which supports service levels.

What is a common minimum sample size guideline for monthly QA evaluations per agent in many call centers?

Answer: 4 to 10 calls per month

Most centers manually evaluate roughly 4-10 calls per agent monthly to balance insight with evaluator workload.

Why is it important for a QA form to include both behavioral criteria and compliance criteria?

Answer: Behavioral items protect the customer experience while compliance items protect the business legally

Soft-skill criteria drive customer experience while compliance criteria guard against legal and regulatory risk.

A supervisor 'barges in' on a live call. What does this mean?

Answer: The supervisor joins the live call and can speak to both the agent and customer

Barge-in lets a supervisor enter an active call and speak to assist or take over when needed.