Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Upcoming Events




17 Call Center Quality Assurance Tips To Up Your Game - PlayVox - Blog

17 Call Center Quality Assurance Tips To Up Your Game

Assuring quality in the call center should be a top priority for any company. Customers’ contact with call center agents can be their only personal interaction with a company, and making a good impression with high quality customer service can mean the difference between a returning customer and a closed account. Here are 17 call center quality assurance tips to up your game.


1. Define customer satisfaction by measurable data

Rather than chasing around a myriad of subjective indicators of customer satisfaction, decide on a few key factors to measure-- e.g. Average Handling Time (AHT) or First Call Resolution (FCR)-- and dig deeply into this data for optimal solutions.

**In with First Call Resolution and out with Average Handling Time**


2. Encourage self-assessment

By encouraging your agents to self-assess their effectiveness periodically, you heighten their self-awareness in terms of service and reinforce the idea that quality assurance is not just a top-down process.

3. Make monitoring the norm

Agents who expect that monitoring can be happening at any time are more likely to stick to their scripts and remain aware of the quality and effectiveness of their customer service. Rather than monitoring sporadically, make call monitoring the habitual norm in your call center.

4. Record subtly

Along with monitoring consistently, quality assurance specialists should monitor in a way that is unobtrusive to agents. This will ensure that the data collected during such monitoring is a truly candid representation of the average quality of a call.

**Speech analysis: The future of QA monitoring**

5. Standardization is key

For data to be reliable, it must be collected in a standardized way. Make sure that call monitoring and KPI collection are conducted in a consistent manner to ensure reliable results.

6. Share evaluation criteria with agents

Agents should not have to wonder how they are being evaluated during a call. Standards of quality measurement should be transparent to all parties involved to ensure a fair, productive assessment. An agent who knows how quality is defined is better prepared to achieve it.

7. Establish a dispute process for agent evaluation

Agents should have a predefined process to follow if they feel they have been evaluated unfairly or that their evaluation is not representative of their day-to-day quality. Allow agents to seek a second evaluation if they feel the first was not conducted with accuracy.

8. Evaluation results should prompt coaching and development

Evaluations should amount to more than a pat on the back or a wag of the finger. They should be designed to collect data in a way that leads to a continual process of coaching and improvement.

**4 die-hard call center coaching tips to hold everyone accountable**

9. Seek out a third-party perspective

Although call centers can certainly maintain internal teams or individuals to monitor quality on an ongoing basis, it is essential that they also solicit feedback from an outside source. Free from internal bias and uninfluenced by goals or allegiances, a third-party quality monitoring service can provide a uniquely accurate and fact-based assessment of call center quality.

10. Recalibrate often for reliable data

To ensure quality monitoring that is fair and reliable, it is necessary for evaluators to meet together and recalibrate their scoring periodically to ensure consistency. Prepare a batch of representative calls and have each member of the quality team evaluate them individually, Then, share and discuss results, referring to the scorecard to find common ground where there are discrepancies.

11. Gather all stakeholders periodically to share call center quality assurance tips

Agents can begin to feel isolated by their headsets, and managers’ communication can feel scattered unevenly amongst agents. Getting the whole team together to discuss quality (including recognizing positives and tackling issues) means a more unified and forward-thinking team overall.

12. Define what is on-script and what is off-script

Assuming you have a well-developed script that everyone is happy with, make sure you have clear parameters defining the extent to which it should be followed. What, if any, portions of the script can be used flexibly or omitted altogether as the circumstances require?

13. Solicit customer feedback

A brief, simple survey conveying the customers’ satisfaction at the conclusion of a service experience can give valuable insight into your call center quality. Compiling this feedback in a way that is useful for coaching and training purposes is even better.

**Voice of the customer in contact centers and why yours may be failing**

14. Make training and coaching a natural extension of quality monitoring

Quality assurance should not exist in a vacuum. For agents to value the process (and not resent it), it should be part of the bigger picture of ongoing training and coaching opportunities. This training should be conducted collaboratively and meaningfully, not punitively.

15. Save examples of rock-star calls to use for training

Learning by example can be very effective, and agents can be reminded of what high quality customer service looks/sounds like by revisiting a stellar example of it.

**The secret to training a multi-generation call center**


16. Reward agents regularly

Make sure quality assurance is a tool used not only to spot problems, but to recognize excellence. Reward agents for a job well done and they will be motivated to keep striving for success.

**6 easy and creative call center rewards and recognition ideas**

17. Assign a dedicated individual or team to monitor quality

For in-house quality monitoring, management should carefully select an individual or team who will conduct the process with integrity. Managers have enough on their plate without having to be quality monitors, too.

**5 factors harming the quality of your contact center**

There are no one-size-fits-all solutions for ensuring great customer service for a given company. But combining some of these call center quality assurance tips with a well-implemented quality monitoring procedure should be a step in the right direction.


Publish Date: December 8, 2016 5:00 AM

2020 Buyers Guide Inbound Call Handling Services


Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.


Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)
PH: 07973640527

Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections
PH: +61 7 5660 6284

MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

View more from PlayVox

Recent Blog Posts:
How To Improve Your Customer Service With Quality AssuranceJune 23, 2017 5:00 AM
Benefits Of Using Both CRM & QA Software TogetherApril 5, 2017 5:00 AM
4 Best Practices Of Using QA Software In The Contact CenterMarch 31, 2017 5:00 AM
Boost Your Contact Center QA With PlayVox’s Third-Party IntegrationsMarch 29, 2017 5:00 AM
5 Ways Your Call Center Can Seduce Millennial Customers And Turn Them Into Raving FansMarch 24, 2017 5:00 AM
Lowering Inbound Call Volume To Improve Your Customer ExperienceMarch 17, 2017 5:00 AM
How To Use Customer Satisfaction Surveys To Gain Actionable Insights For Your Call CenterMarch 15, 2017 5:00 AM
How Upwork Improved Their Customer Service And Upskilled Their Agents With PlayVoxMarch 10, 2017 5:00 AM
5 Ways Virtual Agents Can Improve Website Customer EngagementMarch 8, 2017 5:00 AM
How To Ensure Data Security And Privacy In Your Call CenterMarch 3, 2017 5:00 AM
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =