Independent, expert scoring of your real customer calls — assessed against the national Contact Centre CX Standards. Benchmark performance, prove compliance, and coach the things that actually move the needle.
Use us for 100% of your QA, or just to fill the gaps your internal team can’t — you stay in full control.
Independent QA for your real customer calls
Our Call Quality Assessment service uses expert human analysis of your actual call recordings to surface coaching opportunities, track improvement, and hold performance to a national standard — without the internal politics of scoring your own team.
It’s the right fit if you want to:
- Supplement internal QA with independent, unbiased scoring
- Get expert human scoring alongside your AI QA tools
- Free up Team Leaders to coach instead of score
- Benchmark your calls against national standards
- Prove compliance on the checks that matter to you
Popular Call Quality Assessment packages
Built around the most common QA needs — or design your own with the calculator. All rates assume a 3-minute average call and a one-off $197 setup fee. ACXPA Business Members save 10%.
- 20 recorded calls assessed per month
- Scored against 18 ACXPA quality behaviours
- Evaluator comments on every call
- Delivered in Excel or Google Sheets
- 6-month program
- 30 recorded calls assessed per month
- 2 custom compliance checks per call
- Behavioural & compliance scoring
- Quarterly reports & trend analysis
- 12-month program
- 40 recorded calls assessed per month
- Up to 3 compliance checks per call
- Quarterly debrief with our experts
- Trend analysis & agent performance tracking
Swipe to compare all three →
| QA Essentials | QA PLUS | QA Mastery | |
|---|---|---|---|
| Calls assessed / month | 20 | 30 | 40 |
| Quality behaviours scored | 18 | 18 | 18 |
| Compliance checks / call | ✗ | 2 | Up to 3 |
| Evaluator comments | ✔ | ✔ | ✔ |
| Trend analysis | ✗ | ✔ | ✔ |
| Quarterly expert debrief | ✗ | ✗ | ✔ |
| Program length | 6 months | 12 months | 12 months |
| From (ex GST) | $632/mo | $941/mo | $1,367/mo |
| Enquire → | Enquire → | Enquire → |
All prices ex GST and assume a 3-minute average call; a one-off $197 setup fee applies. Need a different volume or call length? Build your own plan with the calculator below.
Call Quality Assessment calculator
Estimate your monthly investment based on call volume, duration and compliance checks. One-off setup fees apply.
From recordings to results in four steps
You send the calls
Share the recordings you want assessed — any channel, any call type. Tag them by team, region or campaign if you want the breakdown.
We score every call
Expert assessors score each call against 18 quality behaviours plus your chosen compliance checks — consistently and independently.
You get the report
Monthly results in Excel or Google Sheets with scoring, evaluator commentary and call-level detail — ready to drop into 1:1 coaching.
You improve & track
Watch trends over time, close the gaps, and lift performance against the national standard month on month.
Common questions
Get started or request a quote
Fill in your details and we’ll be in touch to get your call quality assessments underway.
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Prefer to talk? Call +61 3 9492 2871 or book a discovery session.
Other ways to measure performance
Ready to find out how your calls really score?
Tell us your call volumes and what you want checked — we’ll recommend the right package or build you a custom plan. Prefer to talk? Call +61 3 9492 2871.
