Call Center Quality Assurance Playbook (Excel XLSX)

BENEFITS OF THIS EXCEL DOCUMENT

1. 64 professional files with 349+ spreadsheet tabs and 2,730+ data rows
2. 210 scored assessment questions across 7 domain areas
3. 9 operational runbooks and checklists ready for immediate use

CONTACT CENTER EXCEL DESCRIPTION

Call Center Quality Assurance Playbook is an Excel template (XLSX) with a supplemental Zip archive file document available for immediate download upon purchase.

Call Center Quality Assurance Playbook

64 professional files (6 PDFs + 58 Excel workbooks) | 349+ spreadsheet tabs | 2,730+ rows of structured content | 11 organised folders

Every unanswered quality gap in your call centre erodes customer trust, inflates handle times, and drives agent attrition. Most organisations monitor calls but lack a systematic framework that connects quality scores to coaching actions, workforce decisions, and continuous improvement. Without that linkage, QA becomes a box-ticking exercise rather than a performance engine. This playbook gives you the complete system to measure, manage, and raise call centre quality from first contact to resolution.

WHAT YOU GET: A THREE-PHASE JOURNEY

Phase 1: Diagnose. Seven domain assessments (30 questions each, 210 total) evaluate your current maturity across call quality monitoring, agent performance management, customer satisfaction measurement, workforce management, technology and tools, process standardisation, and compliance.

Phase 2: Set Goals. Five PM template workbooks with quality improvement roadmaps, agent development trackers, customer experience scorecards, and prioritisation matrices.

Phase 3: Implement. Nine operational runbooks covering call scoring methodology, coaching cadences, calibration sessions, escalation handling, scheduling optimisation, dashboard design, compliance auditing, performance improvement plans, and voice-of-customer integration.

7 DOMAIN ASSESSMENTS (210 QUESTIONS)
•  Call Quality Monitoring (scoring criteria, sampling strategy, calibration rigour)
•  Agent Performance Management (KPIs, development plans, retention indicators)
•  Customer Satisfaction Measurement (CSAT, NPS, effort scores, sentiment analysis)
•  Workforce Management (forecasting accuracy, schedule adherence, shrinkage control)
•  Technology and Tools (recording platforms, speech analytics, CRM integration)
•  Process Standardisation (call flows, scripting frameworks, knowledge base governance)
•  Compliance and Regulatory Adherence (PCI-DSS, GDPR, industry-specific mandates)

9 OPERATIONAL RUNBOOKS
•  Call Scoring Methodology and Evaluation Criteria Design
•  Agent Coaching Cadence and Development Planning Template
•  QA Calibration Session Facilitation and Scoring Alignment Guide
•  Customer Escalation Handling and Resolution Workflow
•  Workforce Scheduling Optimisation and Forecast Accuracy Checklist
•  Quality Dashboard Design and KPI Reporting Framework
•  Compliance Auditing and Regulatory Evidence Collection Protocol
•  Performance Improvement Plan Development and Tracking Worksheet
•  Voice of Customer Integration and Insight-to-Action Template

WHO THIS IS FOR: Contact Centre Directors, QA Managers, Workforce Planners, Customer Experience Leaders, Operations Managers, and Management Consultants.

Aligned with COPC CX Standard, ISO 18295, Six Sigma DMAIC, and best practices from high-performing contact centre operations worldwide.

Instant download. Start your first assessment within the hour.

Source: Best Practices in Contact Center Excel: Call Center Quality Assurance Playbook Excel (XLSX) Spreadsheet, Gerard Blokdijk