How it works
Quality scores use agreed evaluation criteria; reviewers need calibration to make ratings consistent across the team. Contact-centre routing and performance metrics need to be interpreted against service targets, staffing levels and the complexity of incoming requests.
Business example
A reviewer scores sampled calls for accuracy, courtesy and compliance with agreed procedures.
What to consider
Agree on metric definitions and reporting periods. A single number without quality, repeat-contact and workload context can lead to misleading conclusions.