Call Center Quality Assurance and Monitoring 3

Question 1

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

Accepted Answer

That the call may be recorded or monitored

Answer

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?

Accepted Answer

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

Answer

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?

Accepted Answer

The scorecard may not measure what actually matters to customers

Answer

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?

Accepted Answer

Schedule adherence

Answer

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?

Accepted Answer

4 to 10 calls per month

Answer

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

Call Center Practice Test