Call Center Quality Assurance and Monitoring 4

Question 1

What is 'whisper coaching' during live call monitoring?

Accepted Answer

The supervisor gives the agent guidance that the customer cannot hear

Answer

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

Question 2

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

Accepted Answer

A spike in repeat calls about the same issue this week

Answer

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

Question 3

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

Accepted Answer

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

Answer

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

Question 4

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

Accepted Answer

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

Answer

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

Question 5

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

Accepted Answer

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

Answer

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

Call Center Practice Test