Quality Assurance and Monitoring Flashcards

What is 'whisper coaching' during live call monitoring?

Answer: The supervisor gives the agent guidance that the customer cannot hear

Whisper mode lets the supervisor coach the agent mid-call while remaining inaudible to the customer.

Which of the following is a leading indicator of quality problems, rather than a lagging one?

Answer: A spike in repeat calls about the same issue this week

Rising repeat calls signal an emerging resolution problem before it shows up in churn or annual metrics.

In QA scoring, what is the risk of an evaluator exhibiting 'halo effect' bias?

Answer: Letting an overall positive impression of an agent inflate scores on individual criteria

Halo effect causes an evaluator's general liking of an agent to inflate scores on specific criteria the call didn't actually meet.

A call center wants to verify PCI DSS compliance during payment calls. What practice should QA monitors confirm?

Answer: Call recording is paused or card data is masked while payment details are taken

PCI DSS forbids storing recorded card security data, so recording must pause or the data must be masked during payment capture.

What is the main purpose of a QA dispute or appeal process for agents?

Answer: To give agents a fair channel to challenge scores they believe are incorrect

An appeal process builds trust and fairness by letting agents contest questionable evaluations with evidence.

Which combination best represents a balanced QA measurement approach?

Answer: Quality scores, CSAT, FCR, and adherence viewed together

Balancing quality, satisfaction, resolution, and adherence prevents agents from gaming any single metric.

An agent rushes customers off the phone to keep average handle time (AHT) low. What QA problem does this illustrate?

Answer: Overemphasis on efficiency metrics degrading quality outcomes

When AHT is over-weighted, agents sacrifice resolution and courtesy to hit the time target.