Service Delivery & Quality Assurance Flashcards

A QA analyst scores a call and finds the agent resolved the issue but skipped the required identity verification step. How should this typically be scored?

Answer: As a compliance failure that can lower or zero the score regardless of resolution

Most QA forms treat compliance items like verification as critical errors that override other positive behaviors.

What is the main purpose of a calibration session in a contact center QA program?

Answer: To make sure all evaluators score interactions consistently against the same standards

Calibration aligns evaluators so the same call gets the same score no matter who reviews it.

Which metric measures the percentage of calls answered within a target time, such as 80% in 20 seconds?

Answer: Service level

Service level is expressed as X% of contacts answered within Y seconds.

A customer contacts support three times about the same billing error. Which metric is most directly hurt?

Answer: First contact resolution

Repeat contacts for the same issue mean it was not resolved on the first contact.

In the SERVQUAL model, which dimension refers to the ability to perform the promised service dependably and accurately?

Answer: Reliability

Reliability is delivering what was promised, consistently and correctly.

An agent consistently meets average handle time targets but QA scores show rushed, incomplete answers. What is the best supervisory response?

Answer: Coach the agent to balance efficiency with complete resolution

Speed metrics should never override quality and resolution, so balanced coaching is needed.

Which of the following is the best example of a service recovery action?

Answer: Apologizing, fixing the problem quickly, and offering a gesture of goodwill

Effective service recovery acknowledges the failure, resolves it, and rebuilds goodwill.