Call center quality monitoring is a challenging task. With new studies and information coming out every day about how to rock customer service, there seem to be no "right metrics" by which to measure the quality of each call.
Quality and quantity seem like two contradictory ideas that couldn't possibly go hand-in-hand. However, unlike call center myths would have you believe, call center agents must be superhumans and make both quality and quantity work at the same time.
Call center quality assurance and quality monitoring is one of the main assets that helps provide outstanding customer service. Yet, due to lack of communication, more often than not QA is seen as a top-down process; instead it should be an integral part of the contact center.
Nobody wants to need customer service. We'd prefer that our orders ship perfectly, that are our credit cards clear flawlessly, and that our technology functions smoothly. But almost everyone eventually needs to deal with a call center to get issues resolved.