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Contact Centre Quality Management

What is quality management in a contact centre?

Quality management in contact centres is the process of ensuring that customer interactions align with predefined quality standards across all channels and every single agent interaction they experience. Quality management plays a pivotal role in maintaining consistent contact centre touchpoints to deliver an exceptional customer experience. Beyond this, it serves as a valuable tool for uncovering potential product and operational issues that might otherwise remain unnoticed.

The journey of quality management begins by setting specific standards for each communication channel and creating an evaluation form based on these benchmarks. Quality analysts then utilise these forms when assessing customer interactions. 

Quality Management Measurement

Quality Management involves measurement of multiple criteria that gauge agent performance, encompassing both qualitative aspects like interpersonal skills and quantitative objectives tied to operational efficiency. These criteria can be highly tailored to match an organisation’s unique customer experience objectives.

Quality management analysts follow a structured process in which they review a percentage of customer interactions each month. To maintain objectivity, they aim to create a representative sample that includes a range of interactions for each agent. Beyond assessing interactions, analysts offer constructive feedback to agents, helping them enhance their performance. Agents typically access their quality results through agent dashboards, and the process becomes more effective when agents can easily dispute results and self-assess.

Integrating speech and text analytics into the quality management process addresses this gap by allowing the review of 100% of interactions. It identifies specific interactions for supervisors to evaluate based on predefined business criteria. 

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How Opus' contact centre consultants can assist you

Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support. Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs.

Our specialist contact centre services include but are not limited to:

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