Understanding QA Calls: What They Are and How to Do Them Right

A QA call is a Quality Assurance call used by businesses to evaluate phone interactions between employees and customers or leads. This review process helps small businesses improve service quality, ensure compliance with company standards, and increase sales effectiveness. By systematically evaluating calls, you can identify gaps in communication, coach your team, and boost customer satisfaction.

Why this comes up / what goes wrong

Small-business owners often rely heavily on phone calls for sales or support but may not have a formal way to monitor those calls. Without QA calls, it’s hard to know if your team is following best practices, handling objections effectively, or providing accurate information. This can lead to lost leads, inconsistent service, or unhappy customers. For example, a small service company might miss opportunities if reps forget to mention promotions or fail to follow up promptly. QA calls help catch these problems early so you can improve your team’s performance.

Step-by-step

1. Set clear goals for QA calls. Decide what you want to evaluate, such as greeting quality, product knowledge, objection handling, or follow-up timing.

1. Select calls for review. Choose calls randomly or focus on specific reps, call types, or problem areas to get a balanced sample.

1. Create a scoring checklist. Develop a simple rubric with criteria like greeting (3 points), accuracy of information (4 points), and closing (3 points).

1. Listen and score each call. Evaluate calls carefully and note strengths and weaknesses.

1. Provide detailed feedback. Share specific examples with reps, explaining what went well and what needs improvement.

1. Conduct training based on findings. Use QA results to tailor coaching sessions that address common issues.

1. Repeat QA regularly. Schedule weekly or monthly reviews to track progress and maintain standards.

1. Log all QA outcomes. Keep records of call scores and feedback linked to each rep for accountability.

Example (fictional figures)

A two-location dental practice in Columbus, Ohio, decides to review QA calls for their appointment scheduling team during the week ending 06/15/2026. They select 20 calls to evaluate.

• Total calls reviewed: 20
• Calls scoring 9 or above: 12
• Calls with poor greeting: 4
• Calls missing follow-up offer: 3

They score calls on a 10-point scale: greeting (3 points), accuracy (4 points), closing (3 points).

Calculations:

• Total score for high-quality calls: 12 calls × 9 points = 108
• Total score for other calls: 8 calls × 6 points = 48
• Combined score: 108 + 48 = 156
• Average score per call: 156 ÷ 20 = 7.8 points

Based on this, the practice schedules training focused on improving greetings and follow-up offers to increase call effectiveness.

Common mistakes

• Not defining clear QA criteria. Prevent this by creating a focused checklist before starting reviews.

• Reviewing too few calls. Avoid this by selecting enough calls to get reliable insights.

• Giving vague feedback. Prevent this by providing specific examples and actionable advice.

• Ignoring QA results. Use findings to guide ongoing training and coaching.

• Failing to log QA outcomes. Use a CRM or system to track scores and feedback for accountability.

• Inconsistent QA schedules. Schedule regular QA sessions to maintain standards.

Doing this in HelloGrowthCRM

HelloGrowthCRM offers a built-in dialer that lets your reps work through call lists directly inside the CRM. Each call’s outcome is logged on the lead record, keeping a full call history tied to contacts and deals. This makes it easy to select calls for QA review, track call performance over time, and provide targeted feedback. Learn more about the built-in CRM dialer and how it supports your sales and QA process. For businesses using messaging, HelloGrowthCRM also integrates WhatsApp and SMS CRM for multi-channel follow-up. Explore how HelloGrowthCRM fits for the United States small business environment.

Frequently asked questions

What is a QA call center? A QA call center is a team or facility dedicated to monitoring and evaluating calls to ensure quality standards. Small businesses often perform QA calls internally without a dedicated center, or they may outsource this task.

How often should I conduct QA calls? Regular QA calls, such as weekly or monthly, are best. The frequency depends on your call volume. Consistent reviews help track improvements and quickly address issues.

Can QA calls improve sales? Yes, QA calls identify weaknesses in sales techniques and customer interactions. This helps train your team to close more deals and improve customer satisfaction.

Is call recording necessary for QA calls? Call recording or detailed logging is crucial to review conversations accurately. HelloGrowthCRM’s built-in dialer logs call outcomes and histories, supporting this need.

How do I select calls for QA? Choose a mix of random calls and calls flagged for issues or by specific reps to get a balanced view.

Can I use QA calls if my sales happen over WhatsApp or SMS? Yes, HelloGrowthCRM supports WhatsApp and SMS sequences alongside calls, allowing you to monitor and improve multi-channel sales interactions effectively.

Key takeaways

• QA calls help small businesses monitor and improve phone interactions.
• Define clear goals and criteria before reviewing calls.
• Use a scoring system and provide specific feedback to reps.
• Avoid mistakes like inconsistent reviews and vague feedback.
• HelloGrowthCRM’s built-in dialer logs calls and outcomes for easy QA tracking.
• Regular QA calls lead to better customer service and higher sales.

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