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Laura Cameron-Crichlow
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Managing Partner

How to Leverage Quality Assurance Programs to Improve Your Customer Service Call Center - The Connection - Blog

How to Leverage Quality Assurance Programs to Improve Your Customer Service Call Center

Providing top-quality customer service requires the successful management of many moving and interconnected parts, not the least of which are all the personnel that you have answering the phones.

There are many ways to improve your customer service offering including fine tuning processes related to recruiting, to interviewing, to hiring, training, management, etc. However, let’s focus on Quality Assurance programs and how QA programs can help make a positive and real difference.

With that in mind, here are three ways to leverage Quality Assurance in your customer service call center.

Monitor Calls

Most companies have phone systems that allow for the monitoring of live calls or recorded calls. Monitoring calls is a hands-on way of seeing exactly how your customer service agents are treating your customers. Are your agents following procedures, are they reading any required disclaimers or policy information, are they showing appropriate empathy, are they working hard to resolve customer concerns? These, among others, are the types of performance metrics that you can track by monitoring calls.

A couple of notes about monitoring:

  • Create a scorecard. If you are going to monitor calls, create a scoring system and a scorecard. This ensures that your monitors and supervisors will have a process that gives them the ability to judge fairly when they compare and comment.
  • Work next to your agents. Quite often, companies have a “back room” culture for monitoring: A place where monitors sit and listen to calls and the agent is unaware you are listening. Try monitoring right next to the agent, in a process called “side jacking.” This allows for immediate feedback to an agent right after a call is completed. The agent remembers the call, it is easy to explain the high points and opportunities for adjustment, and then you are right there to listen to a few more calls to ensure the agent understood and modified their process appropriately.

Manual Monitoring Has Its Limits

Monitoring is a slow and cumbersome process. The longer your average handle time, the longer it takes to monitor each call. Therefore, you can only monitor so many calls per day. If your supervisor is tracking calls for 10 agents, it takes a lot of time to monitor enough calls to get an accurate picture of how the team is performing.

There are not enough hours in the day to accomplish this effectively. Remember, a supervisor still needs time to supervise. If you are trying to move a team forward with their service skills, how long will it take to determine how a team is responding and improving on a daily basis? It might take a week or more to listen to enough calls to really know if adjustments are being made from a single day’s mentoring and coaching.

Quality Assurance Team

Creating a Quality Assurance team that’s sole responsibility is to monitor calls can free up your supervisors’ time. Supervisors can then just pull QA results and coach the team accordingly. However, while you may monitor significantly more calls with a dedicated QA team, that comes with a steep price tag to support the QA personnel.

You will also need to decide who delivers the results to the agents. A meeting between the QA team and agents reduces the amount of time the QA team can be monitoring calls. But, if supervisors meet with agents to deliver coaching, (the more typical scenario) then they are delivering feedback and suggestions based on input that is not their own. Also, the time frame between listening to calls and providing feedback may be too long for the agent to properly remember the call and apply feedback.

Voice Analytics - Putting Technology to Work

Enter Voice Analytics. Voice Analytics is simply the process of taking all your recorded calls and running them through an automated platform that a) creates a complete transcript of each call, and b) automatically grades the call on any number of predetermined factors as set up by your team.

Voice Analytics can give you the ability to check the quality on thousands of calls and perhaps up to 100% of your calls each day (vs. 1%-3% that is typically monitored by a dedicated QA Team). And voice analytics systems provide a dashboard of results for the following morning. Now you can coach an entire team one day, and the following morning you can see the results of your coaching efforts. And, watch your team compete with each other to see who can improve the most and who has the highest rank on various metrics.

Comprehensive tracking and speech analytics allow you to monitor all of your key performance metrics. Not only can you be confident you are complying with legal requirements, but you get better data to pinpoint needed training or operations improvements.

The Importance of Quality Assurance Measures

In some ways, the Quality Assurance function is the lynchpin of your contact center operations. Based on a solid and well run QA program, results can drive training curriculum modifications, personnel decisions, and much more. If you are interested, but you aren’t sure about first steps, feel free to reach out to our team.


Publish Date: June 14, 2018

2023 Buyers Guide Telecoms

Cloud IT Services GmbH

Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:


Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.

DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.

Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.

Lexico Telecom

We provide competitive SIP trunk services with different level of quality, IVR mailing service, pay per call servise, DID numbers service.


VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions


Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)

Nuxiba Technologies

Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!


Demarc Network Traffic Monitor
A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.

Scopserv Integrated Services

The ScopTel IP PBX solution is a distributed software application
that can be installed on both virtual and physical servers, thus
offering a multitude of architectural designs from premise-based
servers to a centralized data center (DC) hosted WAN
environment. The application is distributed as an ISO which
includes the customized Linux operating system


Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.

The Phone Number Testing Company

Phone Number Testing and Validation
Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test.

If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers.

We offer a free no obligation test trial

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