Quality assurance (QA) specialists at Grand Canyon Education (GCE) lacked a valid method for determining which calls to grade. Since their existing, outdated reporting software crashed frequently and wasn’t user-friendly or accessible, they had to run reports based upon Excel spreadsheets that often lacked the specific and up-to-date data they needed. As a result, some agents were evaluated far more frequently than others—something which only added to the negative stigma often associated with contact center QA.

When facing a hefty software upgrade fee that still wouldn’t fix their QA reporting issues, GCE contact center leaders decided it was time to move away from Excel spreadsheets forever. They had to find a call recording service provider that could give them the powerful, flexible QA reporting they needed.

To make it easy for evaluators to search for and access online all of the calls they needed to review, GCE implemented web-based, user-friendly Calabrio ONE as the foundation for its new call recording application.

Additionally, a new, Calabrio-powered QA dashboard tells agents exactly how many of their calls were graded by QA and displays their average scores. A Calabrio-powered call library also houses hundreds of high-quality call examples categorized across a variety of dimensions, so agents can quickly find the best-practice examples they need.

GCE contact center leaders credit Calabrio with helping its QA team make better, more efficient decisions that have transformed the team’s negative stigma into widely recognized success.

Previously completing only 3,000 evaluations per month—and only for the enrollment department—the GCE QA team now completes more than 5,000 each month across 19 university departments. Agents also enjoy a new level of transparency via a QA dashboard that shows the number of their calls that were graded by QA and their resulting, average QA scores.