Score every call. Coach every rep. Manage what you can measure.

Questions

Call QA & monitoring FAQ

What is call quality assurance?

Call quality assurance (call QA) is the process of reviewing and scoring recorded phone calls against a defined standard to make sure every customer interaction meets your expectations for service, accuracy, and compliance. It replaces gut-feel management with objective measurement — so coaching, hiring, and process decisions are based on what actually happens on the phone.

What is call monitoring?

Call monitoring is listening to and evaluating agents' phone calls — live or recorded — to measure performance and find coaching opportunities. At C&M Coaching we monitor recorded calls, score each one against a rubric built for your business, and turn the results into one-on-one coaching, so monitoring leads directly to improvement rather than just a report nobody acts on.

What should a call QA scorecard include?

A good call scorecard measures the moments that decide the outcome: the greeting and professionalism, rapport and tone, discovery questions, accuracy of information, objection handling, the ask or next step, any required compliance language, and how the call closes. We build the rubric around your specific goals — booking appointments, recovering payments, or protecting compliance — so the score reflects what success means for your team.

How do you score a phone call?

We listen to the recorded call and rate it on each item in the scorecard, noting exactly where the agent did well and where the call went sideways. The result is a numeric score plus specific, timestamped feedback. Because it's tied to a real call the agent can replay, the coaching is concrete — "here's the moment you lost the appointment," not "try to do better."

Do you only provide QA for car dealerships?

No. Dealerships are our primary focus, but call quality assurance is industry-agnostic — the same method works anywhere people handle important calls. We also work with finance companies, collection agencies, and retail businesses, and have provided phone skills training and QA for doctor and dental offices, veterinarians, rental car companies, and healthcare teams. See our industries page for the full picture.

Is call monitoring the same as call recording?

They're related but different. Call recording captures the audio; call monitoring is the human evaluation of those recordings against a standard. You need recordings to monitor, and you need monitoring to turn recordings into improvement. We offer both — see our call recording and scoring page — and most clients use them together.