The Top 5 Call Center Quality Assurance Metrics

What are the metrics you use most to measure the quality assurance of your call center? We have separated the top 5 call Center quality assurance metrics. While we will talk about quality indicators, some of them also affect directly or indirectly the cost of operation.

  1. Quality index
  2. Faults report
  3. Training needs
  4. Critical errors
  5. FCR (First Call Resolution)

Quality Index

The quality index of a call center is based on the quality score average of our operation… The calculation is made with the sum of all the notes of the agents divided by the quantity of evaluations, arriving this way in the quality index.

It is essential that you follow which teams within the operation are far below the quality index and see what happens, just as it is important to use operations that are above the index as a mirror for others.

Call Center Quality Assurance Metrics

Faults report

The faults report is essential when the subject is to identify the main failures of the operation, which obviously these failures are identified by the items of our quality assurance scorecards, in which we identify the items that have the highest number of occurrences, that is, the highest number of failures.

However, is it really only the item that fails the most is enough? What about weight we give to the items? Do they all have the same importance?

It is thinking about this, that in CYF Quality, besides you know the items with the biggest failures, besides you will know the items with the biggest impact, because it can happen of “silly” items with 100 failures, but extremely important items with 90, and not for this reason, the 100 failures have priority. With our impact index, you can really find out which are the most important items that need attention.

With this in mind, it is that in CYF Quality, in addition to knowing the items with the faultiest, along with these, you will know which ones have the most impact on the operation. Because it can happen that “simple” items have many faults, and extremely important items, on the other hand have very few faults and therefore failures occurring in simple items have less impact. Is the concept understood?

Training Needs

There is no point in knowing which items are failing the most or affecting the most on our operation if we do not know which agents are failing, right?

To make it easier, you need to know who are the agents that fails the most, along with the agents that have the biggest impact. Maybe they can be different from the ones that fail the most in some cases.

Critical errors

An evaluation with a zero score is a very bad indicator for an agent and consequently for his team, and operation. So it is important to measure the percentage of zeroed evaluations and keep an eye out to not let it increase too much the percentage.

It is very common that the zero score be associated with the called critical errors, which are the errors that normally generate financial or image losses.

Accompanying this indicator is essential.

FCR (First Call Resolution)

FCR (first call resolution) is an extremely important index when the goal is to avoid callbacks.

If your agent is able to solve problems, surely customers won’t call again, decreasing the so called re-call rate a lot.

And why is this so important?

  • Increase in the customer satisfaction
  • Costs reduction


Certificate that you always use at least one quality metric, one cost metric, and one productivity metric.

To finish I would like to leave you these 2 questions:

1. Do you use at least one the metrics we mentioned above?

2. How complex is it for you to extract this data?

Leave it in the comments below.

If you are still using Excel to evaluate, don’t waste time and request your CYF Free today. Link in the description down below.

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