Quality Control
Quality Control (QC) provides a structured framework for evaluating agent performance and delivering coaching feedback. Supervisors score calls against configurable criteria, attach coaching notes to specific moments, and track quality trends over time.
QC Scorecards
Section titled “QC Scorecards”Each QC review uses a scorecard with configurable criteria:
Default Scoring Categories
Section titled “Default Scoring Categories”| Category | What to Evaluate |
|---|---|
| Greeting & Introduction | Proper opening, name, company identification |
| Script Adherence | Followed required script sections |
| Product Knowledge | Accurate information delivered |
| Objection Handling | Addressed concerns effectively |
| Closing Technique | Proper call conclusion |
| Compliance | Required disclosures made |
| Professionalism | Tone, language, courtesy |
Each category is scored on a numeric scale (e.g., 1-5 or 1-10) and can be weighted differently based on importance.
QC Workflow
Section titled “QC Workflow”- Select a recording to review from the Recording Center
- Listen and score — fill out the scorecard while listening
- Add coaching notes — tie feedback to specific timestamps in the recording
- Submit the review — scores are saved and visible to the agent
- Agent views feedback — agents can see their scores and coaching notes
QC Reports
Section titled “QC Reports”Track quality trends over time:
- Average QC score per agent, per team, per campaign
- Category breakdown — identify which areas need training
- Score trends — are agents improving?
- Top performers — recognize high-quality agents
- Coaching needs — flag agents below threshold for training