Far too often, call centers get QA wrong. Chasing best practices for call quality monitoring that look good on paper but fail in the real world, tracking too many metrics and wasting time on manual reviews leaves them with frustrated agents and unclear results. This guide shows you how to build a simple, effective call center quality assurance program that your team will actually want to use.
In This Article
- Why QA Feels Complicated (And How to Fix it)
- Too Many Metrics, Not Enough Focus
- Manual Reviews Draining Time and Resources
- Complex Tools That Disrupt Workflow
- Fear of Negative Feedback from Agents
- Data Security Feels Like an Added Burden
- How to Quickly Set Up Effective Call Scoring
- Start with a Simple Scorecard Focused on Core Metrics
- Limit Scoring Categories to Avoid Overcomplication
- Involve Agents
- Ensure Scoring Criteria Are Clear and Easy to Understand
- Use Real Call Examples to Define Scoring Benchmarks
- Implementing QA Without Disrupting Your Team
- Decide Between AI Automation and Human Evaluation
- Balance Short-Term Costs with Long-Term Benefits
- Schedule Regular Review Times to Maintain Workflow
- Position QA as a Growth Tool, Not a Surveillance Method
- Keeping QA Secure Without Adding Complexity
Why QA Feels Complicated (And How to Fix it)
From tracking too many metrics to dealing with clunky tools and data security worries, it’s easy to see why QA can become more of a headache than a help. Let’s break down the common reasons QA feels overwhelming—and how to simplify it.
Too Many Metrics, Not Enough Focus
Sometimes, it feels like you’re tracking everything but not getting the clarity you need. When you’re drowning in data—call lengths, hold times, agent script adherence, customer sentiment—it’s hard to identify what’s really important, and QA reports become a sea of numbers. Instead of highlighting performance improvements, they leave teams spending more time analyzing than taking action.
But here’s the truth: you don’t need to track everything to make a real impact. A few key metrics can provide the clarity you need without the complexity. By narrowing your focus to the most meaningful data points, you can make QA not just simpler, but more effective.
You don’t need to track everything to make a real impact. By focusing on a few key metrics, QA becomes simpler and more effective.
Manual Reviews Draining Time and Resources
Listening to calls one by one is incredibly time-consuming. Supervisors, who should be focused on coaching and supporting agents, get bogged down in hours of manual call reviews. And even after all that effort, manual processes often lead to inconsistent evaluations—different supervisors may score the same call differently, creating confusion and frustration.
But imagine that reviewing calls didn’t have to eat up the entire day. What if there was a way to streamline reviews without sacrificing quality? The answer lies in using tools that automate the repetitive tasks, giving supervisors more time to focus on their goals: helping agents shine and creating smoother customer experiences.
Complex Tools That Disrupt Workflow
New QA tools are supposed to make life easier, but often they come with steep learning curves and unfamiliar interfaces. Switching between platforms, learning new systems, and navigating unfamiliar dashboards can disrupt the team’s daily flow. Instead of saving time, these tools can end up creating more work than they eliminate.
That’s where Teams call center solutions like Landis Contact Center come in. Landis operates entirely within Microsoft Teams, blending seamlessly into your existing workflow. With single sign-on (SSO) and a familiar interface, QA becomes a natural part of your process—not an extra chore. No need to juggle multiple systems or disrupt your team’s rhythm; everything you need is right where you already work.
Fear of Negative Feedback from Agents
Let’s be honest: QA can sometimes feel like micromanagement to agents. There’s a real worry that feedback will come off as critical rather than constructive, especially if the process feels overly focused on mistakes. Negative evaluations, even when well-intentioned, can hurt morale and create tension within the team.
But when handled the right way, QA can become a tool for growth—something agents actually welcome. By framing feedback as an opportunity for improvement and development, and involving agents in the QA process, you can shift the narrative from “you’re doing it wrong” to “here’s how we can do better together.”
Data Security Feels Like an Added Burden
Handling call recordings and customer data comes with constant security concerns. With strict regulations and industry-specific regulations, there’s a lot to manage.
But protecting data doesn’t have to mean complicating your QA process. Platforms like Landis Contact Center come with security features such as role-based access control, and audit logging built-in. Since Landis operates within Microsoft Teams, it leverages existing Microsoft security protocols, keeping your data safe without adding extra steps. This means you can focus on improving call quality without the constant stress of data security risks.
While these challenges can seem daunting, implementing effective QA doesn’t have to be overwhelming. Let’s start with the foundations of setting up call scoring that delivers results without adding complexity.
How to Quickly Set Up Effective Call Scoring
The simpler the call scoring process, the more likely your team is to embrace it. By focusing on the right call center metrics and KPIs, involving your agents, and using tools that integrate with your existing workflow, you can create a scoring process that drives improvement without overwhelming your team.
1. Start with a Simple Scorecard Focused on Core Metrics
The easiest way to get started is with a simple, ready-to-use scorecard. You don’t need to overthink it—just focus on the metrics that matter most.
With Landis’s built-in Quality Assurance and Performance Monitoring tools, you can easily define and track these key metrics—all within your existing Microsoft Teams environment. There’s no need for complicated setups or new platforms.
2. Limit Scoring Categories to Avoid Overcomplication
It’s easy to fall into the trap of tracking too many categories. But the more you add, the more confusing and inconsistent the process becomes. When evaluators have to juggle dozens of criteria, the focus shifts from meaningful feedback to just checking boxes.
By narrowing your scoring to a few core metrics, like customer satisfaction, compliance, and first-call resolution, you’ll get a clearer picture of performance without bogging down the process. The result? A faster, cleaner scoring process that gives clear insights without extra hassle.
3. Involve Agents
When agents feel like QA is something being done to them rather than with them, it’s no surprise they push back. A top-down approach often feels like criticism, and that can lead to frustration and disengagement.
By involving agents in the QA process—whether it’s helping set scoring criteria or reviewing scorecards—you reduce that resistance and create buy-in. Agents often provide valuable insights that make scoring fairer and more practical. When they feel part of the process, QA becomes a collaborative effort aimed at growth, not just a performance review.
4. Ensure Scoring Criteria Are Clear and Easy to Understand
Nothing slows down QA like vague or complicated criteria. When evaluators aren’t sure what they’re looking for, or when criteria are open to interpretation, the result is inconsistent scoring and confusion for everyone involved.
Clear, straightforward criteria keep everyone on the same page. Evaluators can score calls more consistently, and agents will know exactly what’s expected of them. The easier the criteria are to understand, the faster you can implement the process—and the sooner you’ll start seeing meaningful results.
5. Use Real Call Examples to Define Scoring Benchmarks
It’s one thing to talk about what good performance looks like—it’s another to hear it in action. Without real call examples, it’s hard for agents and evaluators to know what to aim for.
With Landis’s call recording and archiving features, you can easily save and categorize exemplary calls. These examples set clear expectations for agents and provide practical benchmarks for evaluators. Plus, showcasing great calls makes training easier and keeps scoring consistent. And let’s not forget—highlighting success gives agents something to aspire to and helps celebrate their achievements.
Implementing QA Without Disrupting Your Team
The right QA process should feel seamless, supportive, and efficient—not like an extra burden. By finding the right balance between automation and human input, scheduling reviews thoughtfully, and positioning QA as a tool for growth, you can create a process that works with your team, not against them.
6. Decide Between AI Automation and Human Evaluation
One of the first decisions you’ll face is whether to rely on AI-powered tools or stick with manual evaluations. AI can handle routine tasks like scoring calls and analyzing patterns quickly and consistently. This is great for reducing the time spent on repetitive evaluations. On the other hand, human evaluators bring context and nuance, especially for complex or sensitive calls where emotional intelligence matters.
Not sure which is right for you? A hybrid approach might be the answer. Automate the tedious parts—like call transcription and sentiment analysis—with tools like Landis Contact Center, and let your team focus on the calls that require a human touch. This balance can bring efficiency without losing the personalized insights that only people can provide.
Automate the tedious parts – like call transcription and sentiment analysis – and let your team focus on the calls that require a human touch.
7. Balance Short-Term Costs with Long-Term Benefits
Setting up a QA process can be a time and budget drain upfront. New tools, training, and adjustments to workflows all come with a cost. But while the initial investment might seem steep, the long-term benefits far outweigh it.
Automation tools like those included with Landis not only save time by reducing manual tasks but also lead to more consistent evaluations and better performance insights. Over time, improved QA translates to better customer experiences, higher retention rates, and lower turnover among agents. All of these contribute to significant cost savings down the road. Think of QA as an investment in efficiency—one that pays off with both financial and performance returns.
8. Schedule Regular Review Times to Maintain Workflow
Without a set schedule, QA could become a last-minute task that disrupts daily operations. Reviews get pushed to the side, rushed, or forgotten altogether.
The key is to integrate QA into your team’s regular workflow. Short, consistent review sessions help maintain performance without overwhelming your team. With real-time dashboards and reporting tools in Landis, you can schedule these sessions to fit naturally into your daily operations. This approach keeps QA from feeling like an interruption and makes it a routine part of your team’s success.
9. Position QA as a Growth Tool, Not a Surveillance Method
QA often gets a bad rap as a form of micromanagement, which can lead to resistance from agents. If it feels like the goal is to catch mistakes, agents are more likely to disengage.
The key is to shift the perspective. Make QA about coaching, development, and recognizing success. When feedback is constructive and supportive, agents see QA as a tool for growth, not criticism. Over time, this approach helps build a culture where QA is valued as a path to improvement and recognition—something your team will actually look forward to.
Keeping QA Secure Without Adding Complexity
For many call centers, data security is one of the most challenging aspects of Quality Assurance. By choosing tools with built-in security features, leveraging cloud-based solutions, and managing data smartly, you can ensure your QA process stays both secure and simple.
10. Select QA Tools with Built-In Security Features to Minimize Setup
The easiest way to keep QA secure is to start with tools that have security built in. When your QA software comes with native security features, you don’t have to worry about complicated add-ons or custom configurations that can slow down your process or create vulnerabilities.
Platform like Landis operate entirely within Microsoft Teams, it leverages existing Microsoft authentication protocols for secure, seamless access without the need for extra setup. You get enterprise-level security without the complexity.
11. Use Cloud-Based Solutions with Automatic Security Updates
Keeping up with security patches and compliance standards can feel like a full-time job—unless your tools do it for you. Cloud-native solutions ensure your QA tools are always up to date with the latest protections, without the need for manual updates.
With Landis, you benefit from automatic security updates and features like disaster recovery and business continuity. Even in the event of unexpected disruptions, your data remains safe and accessible. And because Landis relies on Microsoft’s secure cloud infrastructure, you can be confident that your QA process is protected by some of the most robust security measures in the industry.
12. Minimize Data Storage by Using Real-Time Analysis and Deletion
Storing large volumes of call data indefinitely not only creates security risks but also adds to your compliance burden. The more data you store, the more you have to manage—and the greater the risk of breaches or violations.
Instead of keeping everything, use real-time analytics to evaluate performance quickly and delete sensitive data as soon as it’s no longer needed. Tools like Landis offer features like automated transcription and sentiment analysis, giving you immediate insights so you can minimize the data you store. Landis also allows you to control exactly how long call recordings are kept to meet your specific compliance needs.
13. Ensure Secure API Integrations for Data Sharing Across Systems
In many call centers, QA tools don’t operate in isolation—they need to integrate with other systems like CRMs or ERPs. But every integration is a potential security vulnerability if not handled properly.
Landis uses Microsoft Graph API to ensure secure, seamless connections across the Microsoft 365 ecosystem. This means your data never leaves a trusted environment, reducing the risk of unauthorized access. And with webhooks and role-based access controls, you maintain strict control over who can access what data, without overcomplicating system management. You get the flexibility to integrate with other tools while keeping your data secure and compliant.
14. Streamline Your QA Process with Landis
With Landis Contact Center, you can simplify every aspect of your call center’s QA process. From real-time monitoring and automated evaluations to secure integrations and compliance-ready tools, Landis makes QA simple, effective, and affordable—all within Microsoft Teams. Ready to make QA easier for your team? Talk to a Landis Contact Center professional to request a demo and get your QA questions answered.
