Blog
What we learn from scoring calls: QA scorecards, compliance, coaching and running outsourced teams.
Call Center Customer Experience Statistics: How Calls Affect Revenue
Sourced statistics on how speed to lead, first call resolution, customer effort and bad calls affect churn and revenue, and what they mean for call center QA.
23 Oct 2026Dead Air, Talk Ratio and Other Call Metrics That Predict a Bad Call
The speech metrics you can measure on every call, how to calculate them, and how to use them to find the calls worth hearing first.
21 Oct 2026Medicare Call Compliance: CMS Rules QA Teams Should Monitor
The CMS rules that show up on Medicare Advantage and Part D sales calls, including the TPMO disclaimer, turned into a checklist your QA team can score.
19 Oct 2026FDCPA and Reg F Call Compliance: A QA Checklist for Collectors
The FDCPA and Regulation F rules that show up on a collections call, turned into a QA checklist, plus which rules belong in the dialer instead.
17 Oct 2026Call Center QA Scorecard: What to Include, With a Template
The five sections every QA scorecard needs, how to weight them, how to calculate the score, and a template you can copy for sales and service calls.
15 Oct 2026How to QA 100% of Calls in a Call Center, Not a 2% Sample
Sampling a few calls per agent misses most rare, high risk events. Here is how to score every call and point your QA team at the ones that need a person.
13 Oct 2026