Call Center QA: Best Practices for Quality Assurance

Podcast: Call Center Outsourcing Podcast · Focus Services, LLC - BenJoe Markland

Opublikowano: 2026-10-06

Call Center QA: Best Practices for Quality Assurance — a concise guide to building modern call center quality assurance programs. Based on the Focus Services blog (https://www.focusservices.com/call-center-qa/), this episode walks through defining quality, designing scorecards, sampling strategies, AI-enabled call center QA and speech analytics, calibration and inter-rater reliability, coaching, measuring QA program effectiveness, omnichannel evaluation, compliance, and building a quality culture. Chapters cover scorecards, sampling, AI-assisted evaluation, calibration benchmarks, coaching best practices, evaluation coverage improvements, and connecting QA to customer satisfaction and business outcomes. To learn more about how call center outsourcing and AI solutions ca...