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How does the call center know that it provides high-quality services? It’s tempting to believe your team is operating at peak performance and delivering exceptional service, but is there a way to measure it? Better still, is there a way to prove the level of quality your teams deliver?

It may be the most well-known recording of all time. Many can recite its words by heart, and it is heard daily by millions:

Employees who are excited to come to work and are ready to contribute not only help drive organizational growth through their dedication and passion, but also provide enormous value due to their performance. Engaged employees are valuable employees, and they're the type who strengthen your entire organization.

Executive management wants to know what effect their call center quality program is having on the organization. It is contributing to company growth? It is helping to detect problems, uncover opportunities, and increase customer satisfaction? In what way and by how much?

When measuring customer satisfaction, the experts seem to agree that no single measurement can properly address all the service factors that influence customer satisfaction. The recommendation is usually to engage in some trial-and-error experimentation to find out which mix of measurements is the most effective for your company.

Contact center Quality Assurance (QA) is a high-value application, particularly when it's combined with a methodical process that continuously measures operational and organizational effectiveness. Impactful QA programs actively engage their agents at all stages of the program, including development, roll-out, calibration, and continuous improvement.

The contact center is a rich source of valuable data and insight, documenting the voice of the customer through transaction histories, comments, compliments, and complaints. Unfortunately, that same data represents an irresistible prize for criminals, who have worked all manner of brute force, social engineering, and internet attacks in an attempt to exploit vulnerabilities and appropriate sensitive financial information.