When you consider the value consumers place on customer service, it's easy to see why call quality monitoring is an integral part of call center workflow. You might even say it is the lifeblood of a call center operation.

According to a report conducted by customer support platform developers, over 90% of consumers say they will stop buying from a company after three (or fewer) poor customer service experiences. This highlights precisely where your customers place customer service when it comes to brand loyalty — three strikes, and you're out.

While top-tier performance is the goal, consistency is equally as important. Call quality monitoring forms, or QA forms, help QA managers assess agent performance and measure their success on quality, consistency, and adherence to your call center's service standards.

These forms use pre-set criteria to score your agents on how well or poorly they handle customer interactions. They are invaluable tools for enhancing transparency within your contact center and, more importantly, ensuring consistent, high-quality customer service.

Creating an effective QA form for your call center will depend on your specific goals and benchmarks. Most importantly, your form should align with your call center's agents, communication channels, training courses, and general best practices.



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