How to Assess & Score Call Centre Quality

Call centre quality programs are everywhere — but genuinely effective ones are far less common. Many operations invest in quality assessment only to find that scores accumulate without translating into better conversations, more consistent service, or measurable capability growth. The gap between measuring quality and actually improving it is one of the most persistent challenges in contact centre management.

In this Member Byte, Simon Blair — General Manager of Benchmarking at ACXPA and a 30-year veteran of contact centre quality — breaks down the core components of a quality program that works: how to structure a scorecard, how to make assessment decisions that are genuinely objective, and how to build a scoring model that reflects real differences in performance.

Whether you are designing a program from scratch, troubleshooting one that isn't delivering results, or looking to tighten up your assessment standards and calibration practices, Simon's practical, experience-led approach gives you the frameworks and considerations to make your quality program a genuine driver of improvement.