Design an interaction scorecard weighting compliance, process and experience criteria correctly.
Quality & Productivity
Call Centre Quality Monitoring and Interaction Scoring Frameworks
Design a call and interaction scoring framework, run calibration sessions that keep evaluators consistent, and connect QA findings to coaching, compliance and CSAT improvement.
🗓️Duration5 training days
📚Content4 modules · 8 sessions
🎓On completionAccredited attendance certificate
About the programme
Course Overview
Call centre quality monitoring turns thousands of daily interactions into a manageable, defensible measure of how well agents are actually serving customers, but only when the scoring framework itself is well designed, evaluators are calibrated to score the same call the same way, and findings reach agents as specific coaching rather than a number on a dashboard. This course covers building an interaction scorecard that weights compliance, process adherence and customer experience criteria appropriately for the contact type, and designing a sampling methodology that covers channels, agents and interaction types without becoming a full-time job for the QA team. Sessions cover running calibration sessions where evaluators score the same recorded interactions and reconcile disagreements, using speech and text analytics to extend coverage beyond the manual sample, and monitoring compliance-critical moments such as required disclosures and payment card data handling. The final modules connect QA scores to coaching conversations that agents find useful rather than punitive, and to root cause analysis when scores or customer satisfaction decline across a team or channel. Participants leave with a scorecard template, a calibration session format and a coaching conversation structure ready to use.
Expected Learning Outcomes
Build a sampling methodology covering agents, channels and interaction types efficiently.
Run calibration sessions that bring evaluator scoring into consistent agreement.
Apply speech and text analytics to extend quality coverage beyond the manual sample.
Monitor compliance-critical moments including required disclosures and payment data handling.
Translate QA scores into coaching conversations that agents experience as constructive.
Investigate root causes when quality scores or customer satisfaction decline across a team.
Who Should Attend
Quality assurance analysts and team leads scoring call, chat and email interactions.
Contact centre operations managers responsible for quality and customer experience metrics.
Team leaders coaching agents from quality scorecard results and calibration feedback.
Compliance officers monitoring regulated disclosures and payment handling in contact centres.
Workforce and analytics staff building speech analytics into the quality monitoring process.
Contact centre directors setting quality strategy across outsourced and in-house operations.
Course Modules
Select any module to see its sessions and points.
01Designing the interaction scoring framework
2 sessions · 8 points
Session 1Building the scorecard and weighting criteria
- Select scorecard criteria covering compliance, process adherence and customer experience.
- Weight scorecard sections to reflect business priorities without over-rewarding scripting.
- Define pass, fail and critical error criteria that trigger automatic score adjustments.
- Pilot a draft scorecard against recorded interactions before rolling it out to evaluators.
Session 2Designing the sampling methodology
- Set sample sizes and frequency by agent tenure, channel and interaction risk level.
- Balance random sampling with targeted sampling of flagged or escalated interactions.
- Cover chat, email and social channels alongside voice within the sampling plan.
- Adjust the sampling plan when volume, headcount or channel mix changes materially.
02Calibration and consistent scoring
2 sessions · 8 points
Session 1Running evaluator calibration sessions
- Select calibration interactions that surface genuine scoring ambiguity across criteria.
- Facilitate calibration sessions where evaluators score independently before comparing results.
- Reconcile scoring disagreements by clarifying scorecard definitions and edge cases.
- Track evaluator scoring variance over time to identify drift requiring recalibration.
Session 2Extending coverage with speech and text analytics
- Configure speech analytics to flag compliance phrases, sentiment shifts and escalation triggers.
- Validate analytics-flagged interactions against manual scoring to confirm accuracy.
- Use analytics coverage to identify systemic issues invisible in a small manual sample.
- Combine manual and analytics scores into a single reportable quality metric.
03Compliance monitoring and root cause analysis
2 sessions · 8 points
Session 1Monitoring compliance-critical moments
- Verify required regulatory disclosures are delivered accurately and at the correct point.
- Monitor payment card data handling for compliance with data security requirements.
- Flag compliance failures for immediate escalation separate from routine coaching feedback.
- Report compliance monitoring trends to risk and legal stakeholders on a fixed cadence.
Session 2Investigating quality and satisfaction decline
- Segment quality and satisfaction scores by agent, team, channel and interaction type.
- Identify whether a decline stems from training gaps, process change or system issues.
- Correlate first call resolution and handle time metrics with quality score trends.
- Recommend targeted interventions distinct from a blanket retraining response.
04Coaching, feedback and continuous improvement
2 sessions · 8 points
Session 1Turning scores into effective coaching
- Structure a coaching conversation that starts from evidence rather than the numeric score.
- Balance recognition of strengths with specific, actionable improvement points per call.
- Set follow-up actions and timelines that agents and team leaders both track.
- Avoid coaching patterns that agents perceive as punitive rather than developmental.
Session 2Sustaining and evolving the quality programme
- Review scorecard criteria periodically against changing products, scripts and regulations.
- Benchmark quality scores against customer satisfaction and complaint trend data.
- Involve agents in scorecard review to build buy-in and surface impractical criteria.
- Report quality programme outcomes to leadership alongside productivity and cost metrics.
What the participant receives
4 course modules
A structured syllabus
8 training sessions
across 5 days
32 detailed points
Applied, detailed content
Accredited attendance certificate
On completing the programme
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