Call Center Quality Assurance and Coaching 5

Question 1

What is the main advantage of involving agents in designing or updating the QA scorecard?

Accepted Answer

It increases agent buy-in and surfaces frontline insights about realistic standards

Answer

Agent involvement builds ownership of the standards and incorporates practical frontline knowledge into the criteria.

Question 2

A QA evaluator gives consistently higher scores than all other evaluators for the same calls. What is this scoring tendency called?

Accepted Answer

Leniency bias

Answer

Leniency bias is the tendency of an evaluator to rate performance more generously than the standard warrants.

Question 3

During a coaching session, which type of goal gives the agent the clearest path to improvement?

Accepted Answer

Reduce average hold time by using the knowledge base shortcut list within the next two weeks

Answer

Specific, measurable, and time-bound goals tell the agent exactly what to do and by when, unlike vague aspirations.

Question 4

What is the halo effect in call evaluation?

Accepted Answer

Scoring a call higher overall because the agent excels in one noticeable area

Answer

The halo effect occurs when one strong trait, such as a friendly tone, inflates the evaluator's judgment of unrelated criteria.

Question 5

How can a call center best use its top-performing agents in the quality program?

Accepted Answer

Use their calls as best-practice examples and involve them in peer mentoring

Answer

Top performers' calls provide realistic models of excellence, and peer mentoring spreads their techniques across the team.

Call Center Practice Test