Quality Control

Quality control (QC) in VICIdial is the process and toolset for evaluating agent call handling, scoring interactions against defined criteria, and identifying coaching opportunities. VICIdial includes a built-in QC module that allows supervisors to review recordings, score calls on customizable scorecards, track agent performance trends, and manage quality improvement workflows.

How It Works in VICIdial

VICIdial’s QC system works alongside call recording to provide end-to-end quality management. Calls are recorded based on the campaign recording settings — either all calls, a percentage sample, or supervisor-triggered recordings. Recorded calls are stored with metadata linking them to the agent, campaign, lead, and disposition.

QC evaluators access the recording search interface, listen to calls, and score them against campaign-specific quality forms. Forms define the evaluation criteria — greeting compliance, script adherence, objection handling, closing technique, and compliance requirements. Scores are stored in the database and linked to the agent’s performance profile.

Live monitoring through ConfBridge supplements recorded QC, allowing supervisors to listen to active calls and provide real-time coaching through the whisper channel. VICIdial tracks which calls have been QC-reviewed, enabling systematic evaluation coverage.

Why It Matters

Quality control directly drives agent performance improvement and compliance assurance. Regular QC evaluation identifies training needs, validates script effectiveness, ensures compliance with regulatory requirements, and protects the organization from liability. In sales environments, QC data reveals which behaviors and techniques produce the highest conversion rates.

Manual QC is labor-intensive — most organizations can only review 2-5% of calls. AI-powered quality control can evaluate 100% of calls automatically, flagging those that need human review. See the AI quality control feature page and AI coaching features for automated QC solutions.