As a business, improving the quality score of your call centre is essential. You need to ensure that all your agents are providing top-notch customer service to keep customers happy and coming back. Improving your quality score can seem daunting, but it doesn’t have to be! Here are eight ways to help get you started. Keep reading for more tips on improving your quality score in your call centre today.​

1. Invest in Quality Desktop Headsets

Desktop headsets are a vital part of any call centre agent’s arsenal. They need to be comfortable to wear for long periods, have clear sound quality, and be durable enough to withstand the rigours of daily use. A quality desktop headset can make a big difference in an agent’s performance and can help to improve your quality score.

2. Gather Data

Your call centre’s quality score is only as good as the data you have to back it up. Ensure you collect data on every call, including customer satisfaction ratings, call times, abandoned calls, and more. This data will be invaluable in helping you to identify areas where your quality score needs improvement.

3. Train Your Agents

One of the best ways to improve your quality score is to ensure that your agents are properly trained. They should know how to use your call centre software, handle customer inquiries, and deal with difficult callers. Regular training sessions can help to keep agents up-to-date on best practices and improve your quality score.

4. Implement Quality Assurance Procedures

Quality assurance (QA) procedures are essential for any call centre. QA analysts listen in on calls and provide feedback to agents on their performance. This feedback can help agents to improve their skills.

5. Use Call Recording

Call recording is a valuable tool for call centres. It allows you to listen back to calls and identify areas where improvement is needed. Call recording can also be used for training purposes, helping new agents to learn from the mistakes of others.

6. Provide Incentives

Incentives are a great way to motivate agents and improve your quality score. You can offer incentives for meeting specific goals, such as reducing abandoned calls or increasing customer satisfaction ratings. Agents will be more likely to work hard if they know there is a chance to earn rewards.

7. Evaluate Your Processes

Another way to improve your quality score is to examine your call centre’s processes closely. Are there any bottlenecks or areas that need improvement? Evaluating your processes can help you to identify areas where you can improve your quality score.

8. Listen to Your Customers

Finally, don’t forget to listen to your customers! They are the ones who will ultimately judge your call centre’s quality. Pay attention to their feedback and use it to make changes that will improve your call quality score.


Improving your quality score in your call centre is essential for providing good customer service. By following these tips, you can ensure that your agents offer the best possible service to your customers.