Contact center quality management

How it works

How the process works

• Scorecard (evaluation form) – clear criteria you can verify from the recording
• Sampling – random calls, targeted ones (complaints, long calls), or every call with speech analytics
• Scoring – points for each criterion and comments time-stamped in the recording
• Calibration – several reviewers score the same calls and align their approach, so the score doesn't depend on who listened
• Feedback – a review with the agent and one or two specific things to do differently
• Tracking – how scores change by agent, team, and criterion

Example

Sample scorecard

A simple scorecard has 5-10 weighted criteria. For example: greeting and introduction – 10 points, understanding the question – 25, correct resolution – 35, required disclosures – 20, closing the call – 10. That's 100 points total.

The agent resolved the issue politely and correctly but skipped a required disclosure – say, the return policy. The call scores 100 − 20 = 80 points.

Some criteria are often marked as critical: miss one, and the call scores 0 no matter how many points it earned elsewhere. If the required disclosure on this scorecard is critical, the same call scores 0 instead of 80.

Comparison

Manual vs automated scoring

Best practices

Practical tips

• Tie criteria to what matters to the customer, not just to script wording
• Calibrate reviewers once a month
• Combine random and targeted sampling: complaints, long calls, repeat calls
• Give feedback often and briefly: a short weekly review beats a long annual one
• Review not only calls but also chats, messaging apps, and email

In CONTACT.WORK

How it works in CONTACT.WORK

CONTACT.WORK covers quality management for calls, chats, and email. Reviewers score against a scorecard manually and leave comments, while speech analytics scores conversations automatically. It transcribes each call, separating customer and agent speech, and checks it against the same scorecard: greeting, script, banned words, issue resolution. Supervisors review every conversation instead of a small sample, search calls by words and phrases, and track agent metrics over time. For transcription, the platform records the customer's and agent's voices as separate files (dual-channel recording). Next to the scores, reports show customer satisfaction (CSAT and NPS) from post-call surveys and repeat contacts.