Call Quality Assessment Service
Independent evaluations of real customer calls. Benchmark performance, ensure compliance, and coach what matters.
What is Call Quality Assessment?
Want to improve call quality and agent performance using real conversations with real customers?
Our Call Quality Assessment Service is designed to help you identify coaching opportunities, track improvements, and raise service standards — using expert analysis of your actual call recordings.
You simply send us recorded calls — either selected or random — and we’ll assess them using the
Australian Contact Centre CX Standards,
your internal criteria, or a custom blend of both. Because these are real customer interactions (not mystery shopping),
we can evaluate agent performance on a wider range of call types — from complaints and billing enquiries to upselling, retention, or disconnections.
This service is ideal if you:
- Want to supplement internal QA with independent scoring
- Need unbiased, external assessments to avoid internal politics
- Are experimenting with AI QA tools but still need expert human scoring
- Lack internal resources or want to free up Team Leaders for coaching
- Need clear benchmarking against national standards
You control what we assess — from compliance checks (like ID verification) to rapport building and customer experience.
And because you’re sending us the calls, you’re not limited to what a mystery shopper can simulate.
If you’d prefer to use our expert mystery shoppers to contact your organisation, explore the Private Call Centre CX Benchmarking Service.
Do you want to know how you stack up against your competitors or peers? Explore the Contact Centre CX Benchmarking PLUS Service >
What’s Included in the Call Quality Assessment Service
Independent evaluation of real customer conversations. Just send us the recordings — we’ll do the rest. Using the Australian Call Centre CX Standards or your own internal framework, we’ll assess performance across 18 core behaviours and provide detailed, actionable insights to improve coaching and consistency. No mystery shopping. No access testing. Just honest feedback based on real interactions.
Certified Against the Australian
Contact Centre CX Standards
How Performance Is Measured
Most clients choose to have calls assessed using the Australian Contact Centre CX Standards — the same framework used in our national benchmarking programs — but we can also assess calls against your internal QA framework, or a combination of both.
The focus is on two core components:
Agent Mastery — how effectively your agents build rapport, handle objections, show empathy, guide the call and close the interaction. We measure performance across five core competencies and 18 clearly defined behaviours.
Compliance Metrics — such as ID verification, mandatory scripting, reference number delivery, or any other black-and-white checks you define. These are assessed with a binary (yes/no) logic to ensure total clarity and alignment with your business rules.
Already have internal scorecards or specific coaching metrics? We can integrate those too. Whether you're auditing for quality, compliance, or consistency — we’ll assess what matters most to you.
Why Outsource Your Call Quality Assessments?
Outsourcing your QA assessments to ACXPA ensures your program is free from internal bias, backed by national standards, and focused on the metrics that matter most. Whether you need full QA support or just want to top up what your internal team can handle — we’re here to help.
Remove internal bias and politics with independent assessments scored by experienced, impartial experts.
Free up Team Leaders and QA staff to focus on coaching — we handle the scoring, analysis and reporting.
Built on 50+ years of experience managing and evaluating contact centres across Australia.
We assess the behaviours, outcomes and compliance metrics that matter to your business — not just generic QA checklists.
Clear results in Excel or Google Sheets, ready to share, analyse, filter and use in 1:1 coaching sessions.
Use us to handle 100% of your QA or just fill the gaps your internal team can’t — you're in full control.
Explore Our Most Popular Call Quality Assessment Packages
These packages are built around common QA needs — or create your own custom program using the calculator below.
Pre‑Built Packages
QA Essentials
- 20 recorded calls assessed per month
- 6‑month program
- Assessed against ACXPA Quality Standards (18 behaviours)
- Includes evaluator comments per call
- Delivered in Excel or Google Sheets
$632/month
ACXPA Members save 10%
QA PLUS
- 30 recorded calls assessed per month
- 12‑month program
- Includes 2 custom compliance checks per call
- Behavioural & compliance scoring
- Quarterly reports & trend analysis
$941/month
ACXPA Members save 10%
QA Mastery
- 40 recorded calls assessed per month
- 12‑month program
- Up to 3 compliance checks per call
- Quarterly debrief with expert insights
- Trend analysis & agent performance tracking
$1,367/month
ACXPA Members save 10%
*All package rates assume a 3‑minute average call. A one‑off $197 setup fee applies.
Frequently Asked Questions
Got questions about the Call Quality Assessment Service? You’ve come to the right place. Below you’ll find information on pricing, setup, scoring, compliance, and how our process works with your existing QA framework.
What does the Call Quality Assessment Service cost?
Pricing starts from just $612 per month (ex GST). ACXPA Business Members save an additional 10%.
Why does pricing vary?
Call duration and compliance checks both influence the final cost. Longer calls take more time for our QA team to assess, and each additional compliance check adds to the evaluation scope. The calculator adjusts the pricing automatically based on your selections, so you’ll only ever pay for what you actually need.
Is there a setup fee?
Yes. A one‑off setup fee applies in your first month to cover onboarding, reporting setup and any custom scoring logic you require.
What’s the minimum commitment?
The minimum program duration is 3 months, but most clients opt for a 6 or 12‑month plan to enable proper trend analysis and improvement tracking.
Can I use this alongside my internal QA team?
Absolutely. Many organisations use us to top up their internal assessments, provide objective third-party insights, or benchmark against best‑practice standards.
What kind of calls can I submit?
Any recordings you like — sales, service, billing, technical support, retention, complaints, or anything else. You're in full control of what we assess.
Can I define what gets assessed?
Yes. You can choose to use the ACXPA Contact Centre CX Standards (default), your own QA scorecard, or a hybrid. We can also include compliance checks like ID verification, reference numbers, or mandatory scripting.
How many compliance checks can I include?
Our packages include up to three compliance checks per call, and you can adjust what’s checked at any time as your needs evolve.
Is my data shared with anyone?
No. All recordings and assessment results are 100% confidential and only accessible to you.
How are results delivered?
You’ll receive results monthly via Excel or Google Sheets — complete with scoring, commentary, and call‑level detail. Packages with workshops include a quarterly debrief session with our experts.
Can you report by team, region, or channel?
Yes, as long as the calls are tagged appropriately. We can break down performance by agent, team, location or any other custom grouping you require.
Can I access past data or compare performance over time?
Yes. We retain your full assessment history for trend analysis and monthly reporting comparisons throughout the life of your program.
Can you help us improve our results?
Yes. ACXPA offers additional training, coaching and resources to help close performance gaps.
- ACXPA Membership – access resources, benchmarking data, and support from fellow QA and CX professionals.
- Training Courses – through CX Skills, we offer training for Agents, Team Leaders and QA teams aligned to the same standards we assess against.
ACXPA Members receive 25% off all CX Skills public courses.
Why Trust Us With Your Call Quality Assessments?
This isn’t AI. This isn’t outsourced overseas. And it’s not a templated scorecard built by someone who’s never worked a day in a contact centre.
Every call you submit is assessed by our experienced, Australian-based team — the same professionals who evaluate thousands of interactions each year for our national benchmarking programs. They’re trained in the ACXPA Quality Standards and bring the human nuance that AI simply can’t replicate.
Your overall program design is shaped by two of the most respected experts in the industry — people who have built, led and transformed real contact centres. That means your assessment criteria, scoring logic and reporting outputs will reflect the things that actually move the dial on agent performance, customer outcomes, and business success.
When you work with us, Simon helps shape the design of your program to ensure it’s aligned to what great actually sounds like — and identifies where to focus your coaching to lift performance.
At ACXPA, Justin works with clients to ensure their assessment approach aligns to strategic business goals — so the data you get doesn’t just describe performance, it helps improve it.
Get Started or Request a Quote
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Prefer to talk to someone? Call us on +61 3 9492 2871 or book a discovery session .
