A persistent mistake in quality management is relying on small manual samples that leave the vast majority of agent interactions unevaluated and unaddressed. Inconsistent scoring criteria across multiple evaluators, without regular calibration sessions, undermines program credibility and produces feedback agents perceive as arbitrary. Many programs separate quality scoring from coaching workflows entirely, generating scores that never translate into structured development activities. Significant time lag between when an interaction occurs and when it is reviewed reduces the coaching value, since context has faded from the agent's memory. Quality scorecards that have not been updated to reflect current digital channels or evolving customer expectations measure outdated priorities rather than what actually matters to the business today.
Common Mistakes