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Call Center Quality Assurance (QA)

Published: February 23, 2022 | By: Intradiem

Call center quality assurance (QA) is essential to any call center operation. QA programs monitor call quality and ensure agents correctly follow procedures, enabling call centers to provide exceptional customer service. By measuring call quality, call centers can identify areas of improvement and make necessary changes to increase customer satisfaction.

What is Quality Assurance in a Call Center?

Quality assurance in a call center is the process of assessing call quality and call center agents’ performance. It involves analyzing call recordings, tracking customer feedback, and measuring customer satisfaction. The goal is to identify areas for improvement, address issues before they become more serious, and ensure customers have positive experiences with your call center.


Quality assurance programs typically involve four key components:


  • Monitoring calls: Call monitoring allows call center managers to listen to live or recorded conversations between customers and agents in order to assess call quality. By listening in on interactions, managers can detect any potential problems such as incorrect protocol use or poor communication skills.
  • Analyzing data: Quality assurance analysts review customer survey responses, ratings, and other data points in order to identify call center trends and areas for proper efficiency.
  • Providing feedback: Quality assurance teams provide feedback to call center agents in order to ensure they understand call quality standards and how to follow best practices.
  • Implementing changes: Once issues have been identified, call center managers work with quality assurance teams to implement necessary changes in order to improve customer service. This could involve introducing new protocols, providing additional training, or making organizational adjustments.

Benefits of Call Center Quality Assurance

Call center quality assurance helps call centers achieve a variety of goals. It can identify issues, streamline call center operations, and drive customer satisfaction.


Core benefits of call center quality assurance include:


  • Improved customer satisfaction: Quality assurance programs help call center managers identify and address issues that may be negatively impacting customers. This ensures customers receive the best possible service, leading to increased satisfaction and loyalty.
  • Increased team performance: By providing call center agents with feedback on their performance and suggestions for improvement, call center managers can ensure agents are meeting standards and have the support they need to succeed.
  • Reduced operational costs: Ultimately, call center quality assurance helps call centers reduce operational costs by identifying areas of opportunity and making necessary changes as needed.
  • Optimized processes: Quality assurance teams can help optimize call center processes by analyzing data and recommending changes as needed.

Using KPIs for Quality Assurance

Key performance indicators (KPIs) are essential to call center quality assurance programs. They provide call centers with data-driven insights into how their call center is performing and allow call center managers to measure agents’ call quality.

Types of KPIs to Look for in Call Center QA

Call center quality assurance looks at call handling, call duration, call abandonment rate, and more. Some of the key performance indicators to look for in call center quality assurance include:

  • Average call handling time: This indicates how long an agent spends on average on each call. A lower average call handling time can indicate call center agents are properly using their time and customers feel supported during their interactions with the call center.
  • Call abandonment rate: The call abandonment rate measures the percentage of calls that were not answered. Low call abandonment rates are ideal as this indicates customers are getting their questions and issues addressed in a timely manner.
  • First contact resolution rate: The first contact resolution rate measures the percentage of calls that were resolved without the need for additional follow-up or transfer to another agent. High first-contact resolution rates typically indicate customer satisfaction.
  • Customer satisfaction score: A customer satisfaction score (CSAT) measures how satisfied customers are with their call center experience. This is typically indicated through surveys and rating systems.
  • Conversion rate: The call center conversion rate indicates the percentage of calls that result in a positive outcome, such as a sale or new lead. Higher conversion rates can indicate call center agents are successfully upselling to customers.

Why Automate KPI Tracking?

Call center automation solutions allow call centers to automate call quality assurance processes and quickly identify areas of improvement. Automating KPI tracking streamlines the process by automatically analyzing call recordings, providing detailed call analytics, and generating customized reports. This helps call centers monitor call quality in real time, detect customer service issues before they become bigger problems, and quickly address call center quality issues. This can help call centers save time, money, and resources while ensuring that callers have the best possible call experience.

How Intradiem Can Help Your Quality Assurance

Intradiem features powerful reporting capabilities that allow call center managers to view comprehensive data-driven insights into their call center operations.  With Intradiem, call center managers have access to real-time data that can inform call center quality assurance efforts. This includes call handling times, call abandonment rates, customer satisfaction scores, and more.

Additionally, Intradiem provides intelligent automation capabilities that allow call centers to automate routine tasks, freeing up time for call center agents to focus on more complex or design conversations with customers. This helps reduce the amount of time spent on each call while improving customer service levels.

Contact Intradiem online or call (888) 566-9457 to learn more about how we can help your call center’s efficiency or to get started with our contact center automation tools.

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