Which document will show you how your calls are evaluated?

Which document will show you how your calls are evaluated?

• A. Quality Assurance
• B. Call Standards
• C. Call Metrics
• D. Customer Feedback

Answer: (B)

This asks you to identify the document that defines how calls are judged. Call Standards lay out the exact criteria, behaviors, and scoring used by QA to review calls, including what good performance looks like, the expected greeting and closing, how issues are understood and resolved, compliance requirements, and the tone and professionalism expected. It also provides the scoring rubric and thresholds that determine performance levels. Quality Assurance describes the overall evaluation process, Call Metrics are the numerical results from evaluations, and Customer Feedback is input from customers—none of these pin down the specific criteria used to judge each call. So the document that shows how your calls are evaluated is Call Standards.

This asks you to identify the document that defines how calls are judged. Call Standards lay out the exact criteria, behaviors, and scoring used by QA to review calls, including what good performance looks like, the expected greeting and closing, how issues are understood and resolved, compliance requirements, and the tone and professionalism expected. It also provides the scoring rubric and thresholds that determine performance levels. Quality Assurance describes the overall evaluation process, Call Metrics are the numerical results from evaluations, and Customer Feedback is input from customers—none of these pin down the specific criteria used to judge each call. So the document that shows how your calls are evaluated is Call Standards.