Call Auditing

Hi I’m Conviner, your call center assistant. Have you bookmarked me yet? I can come in handy. (*Wink Wink*)

Contact centers that implement call auditing see up to a 25% improvement in agent performance and customer satisfaction.

1. What Is Call Auditing?

Call auditing is the systematic review of recorded customer calls to evaluate agent performance, service quality, compliance, and adherence to internal protocols and procedures. In contact centers, it plays a vital role in identifying training needs, improving scripts, ensuring regulatory compliance, and maintaining a consistent customer experience.

Regular call auditing helps identify service gaps, measure communication effectiveness, and improve overall team accountability. It's typically conducted by quality assurance teams or supervisors who score calls based on predefined criteria. The insights gathered guide coaching sessions, performance reviews, and operational improvements that directly impact customer satisfaction and retention.

2. How Call Auditing Works?

Call auditing works by selecting recorded calls, reviewing them against quality checklists, scoring agent performance, and identifying areas for improvement.

There you go! Let’s meet again soon.

Monitor, Score, Improve—Audit Your Calls Today!