When QA Scores Didn’t Match Customer Reality — Why Calibration Is the Backbone of Quality
A Story to Start In 2024, a major insurance service center contacted CP Spike with a confusing issue: Their QA scores were excellent…but their CSAT was dropping. Every monthly report showed: QA scores stable at 92–95% CSAT slipping steadily Complaints increasing Escalations rising Supervisors insisting “agents are performing well” Agents confused because scores didn’t match […]