17 Call Center Quality Assurance Best Practices

Setting well-defined standards is the first step to optimizing productivity. Define which contacts should be prioritized and what results are expected.

• Priority Contacts: Focus on sales, customer retention, or recurring problems
• Low CSAT Scores: Target interactions with poor satisfaction to identify service gaps
• AHT Criteria: Evaluate contacts with unusual average handle times
• Expected Results: Identify improvement opportunities and provide targeted feedback

Establishing specific numbers helps monitors achieve goals more easily and ensures comprehensive coverage across different interaction types.

• Sales Contacts: Evaluate 100% of sales to analyze agent performance
• Non-Sales: Include representative samples of non-conversion scenarios
• CSAT Sample: Measure customer satisfaction levels across channels
• Complaints: Analyze complaint samples to identify problem areas
• Multi-Channel: Include chatbot, phone, email, and social media interactions

Efficient contact discovery strategies help monitors achieve goals faster through smart filtering and search capabilities.

• Advanced Filters: Use date, time, channel type, and reason for contact
• Keyword Search: Find specific topics quickly
• High AHT Priority: Focus on longer interactions that may need more attention
• Tagging System: Implement efficient categorization for quick identification
• IVR Routing Analysis: Evaluate customer experience through automated systems

Connect your quality system with other call center tools to reduce manual work and improve data accuracy.

Prioritize electronic feedback within your monitoring system to save time and resources. Reserve in-person sessions for critical situations only.

• Use built-in electronic feedback systems for routine evaluations
• Leverage video conferencing for remote feedback when needed
• Reserve face-to-face meetings for critical development opportunities
• Save significant time and resources across the team

Audio-to-text conversion accelerates the evaluation process and enables powerful search capabilities.

• Faster Review: Reading is significantly faster than listening
• Keyword Search: Find specific phrases instantly
• Quiet Time Detection: Identify silence periods automatically
• Tone Analysis: Capture voice sentiment and emotion

CYF Copilot automatically generates detailed service descriptions using advanced natural language analysis, eliminating the need to listen to or read entire contacts.

• Intelligent Automation: Generates accurate summaries without manual analysis
• Seamless Integration: Works directly within the monitoring form
• Data Security: All processing on CYF servers, no third-party sharing
• Efficiency Gains: Faster, clearer, more accurate evaluations

Train intelligent systems to evaluate calls based on predefined criteria, replicating experienced monitors' assessments.

Monitor agent complaints to identify trends and implement targeted corrective actions.

• Identify items with highest dispute rates
• Track which agents file most complaints
• Monitor which monitors receive most disputes
• Implement specific training or procedure updates

Use offender reports to identify frequent failure points and implement preventative measures.

• Offender Reports: Identify most frequent failure points
• Constructive Feedback: Provide targeted training to strengthen skills
• Best Practice Manuals: Standardize successful approaches
• Result: Less failure recurrence, higher customer satisfaction

Tracking feedback not delivered to agents prevents performance stagnation and ensures continuous improvement.

Ensure monitors maintain high productivity through clear goals and performance tracking.

• Clear Goals: Establish ideal assessment numbers per period
• Quality Standards: Ensure rigorous, consistent criteria
• Duration Tracking: Monitor time spent on each analysis
• Idle Time Management: Optimize task allocation for efficiency

Combine customer satisfaction metrics with internal quality scores for complete visibility.

• CSAT: Direct customer satisfaction measurement
• Quality Index: Internal efficiency and compliance evaluation
• High CSAT + Low Quality: Good experience with structural flaws
• Low CSAT + High Quality: Standards met but experience needs adjustment

Use natural language processing to identify emotional tone and adjust service approaches accordingly.

• Monitor tone of voice, keywords, and emotional expressions
• Categorize emotions: satisfaction, frustration, anxiety, joy
• Identify patterns and trends over time
• Provide empathy-focused agent training
• Personalize approach based on customer emotional state

Assess phone, chat, email, social media, and all touchpoints to ensure consistent quality.

• Identify channel-specific improvement areas
• Ensure consistency across all interactions
• Adapt to customer channel preferences
• Optimize resource allocation

Incentivize valuable customer feedback to drive continuous improvement and build loyalty.

Comprehensive evaluation provides complete visibility into service quality and enables data-driven improvements.

• Pattern Recognition: Identify recurring issues quickly
• Service Standardization: Ensure consistent quality
• Training Needs: Pinpoint knowledge gaps
• Satisfaction Assurance: Meet customer expectations consistently