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Call Quality Score

Find out how call quality may be measured and tracked in a call center (including call quality scores)

1 min read

call quality score

Call quality has a subjective component (how did the call quality seem to the agent or to the customer?) as well as an objective component (how well did the measured call attributes score?)

The objective aspect of call quality is typically measured using the mean opinion score (“MOS” score).

MOS scores have been used to measure voice call quality for a number of years. You can read more about the MOS score, but in general, it is a rating from 1 to 5 (with 1 being the lowest score and 5 being the highest score).

In general, many call center service providers solicit feedback from call center agents regarding the call quality that the agent experienced. This rating or feedback can be obtained using a simple form at the end of a call (e.g., after the agent dispositions the call) and can be a simple rating from “poor” to “excellent”.

This subjective feedback, along with the objective MOS scores calculated by the call center software, can provide a good indication of the call quality of a contact center platform.

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