Call center quality management best practices are the foundation upon which exceptional customer service, unwavering brand loyalty, and operational efficiency are built.
The right quality management strategy will help your contact center to:
- Enhance customer satisfaction
- Boost call center productivity
- Maintain compliance and standards
- Reduce operational costs
In this article, we’ll discuss best practices for quality management, covering the definition, differences, benefits, challenges, and specialized software that supports these efforts.
We'll be covering:
- Definition of Call Center Quality Management
- Difference Between Quality Management, Quality Assurance, and Quality Control
- Benefits of a Call Center Quality Management Strategy
- Common Challenges in Call Center Quality Management
- Call Center Quality Management Best Practices
- Call Center Quality Management Software
- Getting Started With Quality Management
Looking for the best call center quality management software?
See why AmplifAI is ranked #1 in our QA software reviews.
Call Center Quality Management Definition
Call center quality management (QM) is a high level systematic process that combines quality assurance and quality control for evaluating, monitoring, and improving a call center's performance and service delivery.
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The concept of quality management has evolved from handling a high volume of calls to customer satisfaction and high-quality interactions.
Quality management in a call center is implementing best practices and tools to ensure that interactions between call center agents and customers meet predefined quality standards. The goal is to have happy customers, and ensure regulatory compliance.
The Difference Between Quality Management, Quality Assurance, and Quality Control?
The main difference between Quality Assurance (QA), Quality Control (QC), and Quality Management (QM) is the distinct role they play in customer service.
Quality Assurance (QA)
Call center quality assurance (QA) ensures that service delivery processes are followed correctly to prevent issues.
Quality Control (QC)
Quality Control focuses on identifying and correcting defects in the product or services provided.
Quality Management (QM)
Quality Management integrates both QA and QC within a broader strategic context to achieve ongoing organizational quality driven goals.
Benefits of a Call Center Quality Management Strategy
A clear quality management strategy helps contact centers deliver better service, support their agents, and operate more efficiently.
Here's how:
1. Increased customer satisfaction and brand loyalty
Quality management ensures customer interactions are timely, accurate, and personalized, building trust with every conversation.
- Improve KPIs like FCR and CSAT through consistent service delivery
- Strengthen brand perception through better customer experiences
- Build long-term loyalty by reinforcing reliability and professionalism
Example: A business phone system ensures smooth communication, enabling customer support teams to foster these lasting relationships.
2. Optimize agent training and retention
QM surfaces coaching opportunities, performance gaps, and behaviors that drive better outcomes—giving agents the support they need to succeed.
- Deliver targeted training based on real call data
- Boost morale with consistent feedback and recognition
- Reduce turnover by creating a culture of clarity and support
3. Maintain compliance with regulations and standards
Quality management ensures your team follows regulations, internal standards, and ethical guidelines, consistently.
- Stay audit-ready with documented QA and calibration
- Avoid compliance regulation penalties and reduce exposure to compliance gaps
- Build customer trust through ethical, consistent service
4. Get valuable customer-related insights
Analyzing interactions reveals what your customers want, and what’s getting in their way.
- Uncover pain points and recurring issues
- Identify trends in customer behavior and preferences
- Use voice-of-customer insights to improve CX and operations
5. Reducing operational costs and increasing efficiency
When quality improves, so does the bottom line. QM helps your team get more done, with less rework.
This helps reduce operational costs and boost your overall call center productivity.
- Streamline processes by identifying inefficiencies
- Empower agents to resolve issues faster and with greater confidence
- Eliminate waste from repeated errors and unnecessary escalations
Common Challenges in Call Center Quality Management
Even with the right strategy in place, quality management will stall without the proper systems, time, and alignment. Here are the most common challenges we see in contact centers, and how to solve them.
1. Too much data to analyze
Contact centers generate massive amounts of data, across calls, chat, CRM, QA forms, homegrown IT systems, and more. Without a single system to unify it, performance signals get lost.
How to solve this: Use call center quality management software that consolidates data across systems, delivering real-time insights and clear next steps.
2. Inconsistent evaluation of agent performance
When scoring varies by evaluator or team, agents lose trust and managers miss trends.
How to solve this: Calibrate scoring guidelines and use call center coaching tools with structured coaching workflows to ensure evaluations are consistent and actionable.
3. Maintaining QA is not a high-priority
If quality isn’t prioritized by leadership, it becomes a checkbox process, and loses strategic value.
How to solve this: Elevate QA as a performance driver, not just a support function. Use reporting to connect quality with business outcomes, and consider contact center performance management software that unifies QA, coaching, and metrics so leaders can see the impact of quality in real time.
4. Limited call coverage
Reviewing 1–2 calls per agent per month doesn’t give you a real view of performance.
How to solve this: Leverage Auto QA to scale evaluations across 100% of interactions, so you can coach from facts, not samples.
5. Agent development gets de-prioritized
Leaders get buried in dashboards and admin tasks, leaving little time for meaningful development.
How to solve this: Automate insights and scheduling so leaders can focus on high-impact coaching moments not data wrangling. Consider call center analytics software with 100% data unification capabilities.
6. Inconsistent adherence to quality standards
Even great agents can deviate from expectations without clear, ongoing feedback.
How to solve this: Use real-time QA insights to spot gaps and close them fast with targeted agent coaching and follow-up.
7. Managing remote or hybrid teams
Dispersed teams make visibility, support, and morale more difficult, but no less critical. Without regular recognition, it’s easy for agents to feel overlooked or disconnected from performance goals.
How to solve this: Tie QA and performance insights into data-driven recognition programs that surface standout interactions, automatically. Gamification software for contact centers helps engage hybrid teams, celebrate wins in real time, and keep remote agents connected to outcomes that matter.
Call Center Quality Management Best Practices
Following a structured approach to quality management can help you improve performance, reduce risk, and create a culture of continuous improvement.
Here are 7 proven practices to manage quality more effectively across your contact center.
1. Monitor calls and turn those insights into action
You can’t listen to every interaction, but you can build systems that flag the right ones. Use QA tools that support real-time call monitoring, auto QA, and calibration workflows. The goal isn’t just visibility, it’s consistency, insight, and improvement.
Want more than dashboards? Choose a call center analytics tool that reduces manual effort and focuses your team on execution.
2. Maintain quality across every channel
Customers seek smooth and quick interactions across all channels. Businesses must implement a multi-channel approach while ensuring quality standards, whether handling customer interactions via phone, email, chat, or social media.
This approach enhances customer satisfaction and streamlines the process of customer interactions across different platforms.
3. Make coaching a core part of QA, not an afterthought
Reviewing performance isn’t enough, you have to close the loop.
When QA reveals a skill gap or behavior trend, act on it through structured coaching. Performance enablement tools help connect evaluations to improvement in real time.
See how the best call center coaching software ties feedback to action.
4. Define and track the right metrics
Good quality management starts with good measurement.Use scorecards with weighted KPIs like QA scores, FCR, script adherence, CSAT, and call handling time. Monitor both individual and team-level trends to guide development.
Check out the top contact center metrics you should be tracking to measure what matters most.
5. Prioritize first contact resolution
FCR is one of the strongest indicators of customer satisfaction, and one of the easiest to overlook. Give agents with the tools and training they need to solve problems on the first call, and use QA to measure where issues are dragging across multiple contacts.
Check out our deep dive on First Contact Resolution.
6. Refine QA processes continuously, not quarterly
Customer expectations shift fast, your QA strategy should too.
Use feedback, scorecard results, and coaching outcomes to revisit your standards regularly. Quality management should evolve alongside your contact center.
Learn more about tying customer insights data into top-level QA refinement.
7. Recognize and support issue resolution at scale
Agents need more than rules, they need playbooks.
Create resolution toolkits that cover common service scenarios, align with your brand, and give agents feedback with clear next steps. Then, use QA insights to recognize not just who needs help, but who deserves praise.
Looking to drive engagement through performance based recognition and rewards? See our Top 7 Call Center Gamification Software picks.
Call Center Quality Management Software
Throughout this guide, we’ve covered the core principles of effective quality management, from building consistent scorecards to connecting QA with coaching, feedback, and recognition. But even the best-designed processes will break down without the right systems to support them.
That’s where call center quality management software comes in.
Call center quality management software like AmplifAI helps teams put those best practices into motion, automatically.
AmplifAI unifies 100% of your interaction data, ties QA directly to coaching and recognition, and ensures agents are evaluated fairly and consistently, making quality part of the way your contact center operates, day in and day out.
Here's how AmplifAI makes this possible
- Unified quality data across every channel: Voice, chat, CRM, transcripts, AmplifAI pulls everything into one system for a complete view of agent performance.
- Built-in calibration to support consistency: Clear benchmarks and workflows ensure scoring is fair, aligned, and trusted.
- Custom QA forms and reporting that fit your goals: From individual agent scores to team-level trends, QA insights are easy to tailor and act on.
- Coaching that happens when it matters: Auto-fail triggers and score thresholds route issues to coaching right away, closing the loop.
- Recognition where it counts: High scores and standout interactions are highlighted, not lost in the shuffle.
- Scalable Auto QA for growing teams: Interactions are scored automatically, so leaders can focus on what matters most.
Put Your Call Center Quality Management Strategy Into Action
A strong quality management strategy is only as good as its execution. AmplifAI helps teams reduce the manual overhead of QA while improving consistency, visibility, and follow-through.
And that’s just the beginning, because quality is just one part of the entire contact center eco-system that AmplifAI helps you manage. Book your demo now
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