Call Center Quality Assurance and Monitoring 3 — Questions and Answers
Question 1: In the US, what must many call centers announce at the start of a call to comply with call-recording laws?
- The agent's full legal name
- That the call may be recorded or monitored (Correct answer)
- The company's annual revenue
- The expected call duration
Correct answer: That the call may be recorded or monitored
Two-party consent states require notifying callers that the call may be recorded or monitored.
Question 2: What does speech analytics software primarily allow a QA team to do?
- Automatically score 100% of calls for keywords, sentiment, and compliance phrases (Correct answer)
- Replace all human evaluators permanently
- Eliminate the need for call recording
- Increase the number of calls agents can take
Correct 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.
Question 3: An agent consistently scores well on QA evaluations but has low customer satisfaction (CSAT) scores. What should the QA team consider first?
- The agent is deliberately underperforming
- The scorecard may not measure what actually matters to customers (Correct answer)
- CSAT surveys should be discontinued
- The agent should be terminated
Correct 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.
Question 4: Which metric measures how consistently an agent adheres to their assigned work schedule, often monitored alongside quality?
- Schedule adherence (Correct answer)
- Average speed of answer
- Net Promoter Score
- Abandonment rate
Correct answer: Schedule adherence
Schedule adherence tracks whether agents are working when planned, which supports service levels.
Question 5: What is a common minimum sample size guideline for monthly QA evaluations per agent in many call centers?
- 1 call per year
- 4 to 10 calls per month (Correct answer)
- Every single call manually reviewed
- 50 calls per day
Correct answer: 4 to 10 calls per month
Most centers manually evaluate roughly 4-10 calls per agent monthly to balance insight with evaluator workload.
Question 6: Why is it important for a QA form to include both behavioral criteria and compliance criteria?
- Compliance items are optional in most industries
- Behavioral items protect the customer experience while compliance items protect the business legally (Correct answer)
- Behavioral criteria are only for new hires
- It makes the form longer and more impressive
Correct 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.
Question 7: A supervisor 'barges in' on a live call. What does this mean?
- The supervisor joins the live call and can speak to both the agent and customer (Correct answer)
- The supervisor disconnects the call
- The supervisor mutes the agent permanently
- The supervisor transfers the call to another department
Correct 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.
Call Center Quality Assurance and Monitoring 3
In the US, what must many call centers announce at the start of a call to comply with call-recording laws?