Quality Assurance / Quality Monitoring Benchmarking

Hi! For those of you who are conducting quality checks on phone calls, chats, and tickets:

  • How many are you doing each month for each channel?
  • Are your counts based on the agent (e.g. 10 per agent per month) or by customer (X% per channel)
  • What is the structure of your QA team - one pool of QA analysts to support all agents, QA analysts dedicated to a specific group or customer, or another structure?

I'd also appreciate any industry benchmarking you could point me towards!


  • CarlosAlves
    CarlosAlves TSIA Administrator, Moderator, Founding Member | admin

    Hi @Kim Ahmer , we used to run 5% of total calls (support). When call volume increased, we concentrated on calls that took longer than 10min. During that time, we did not have a dedicated QA team; we worked in "squads" so one could listen to each other calls.

    I also heard a comment from a CCO about leadership engagement to have Directors and VPs joining 5 calls in 50 days (here in this Podcast: https://www.tsia.com/podcast?wchannelid=g0p3e80cba&wmediaid=1kyj1tztbv).

    One interesting thing now is to try using transcripts and AI-based text interpreters to gather insights from word-clouds and other analyses.