Which resource would you consult to understand call standards and evaluation criteria?

Which resource would you consult to understand call standards and evaluation criteria?

• A. QMS
• B. Call Standards and evaluation criteria
• C. Split Memos
• D. Referral Reference Guide

Answer: (B)

Understanding how calls are judged relies on the resource built specifically for those topics. The document that outlines Call Standards and evaluation criteria is the best fit because it provides the exact standards you’re expected to meet on each call and the criteria used to rate performance. It usually includes the scoring rubric, examples of appropriate versus outstanding calls, required steps for handling inquiries, guidance on tone and professionalism, accuracy of information, policy adherence, and time guidelines. By studying this resource, you know what good performance looks like, which supports effective training, self-assessment, and coaching. Other materials serve broader purposes—QMS covers overall quality management, Split Memos communicate changes, and the Referral Reference Guide focuses on referrals—so they aren’t the primary source for call-specific evaluation criteria.

Understanding how calls are judged relies on the resource built specifically for those topics. The document that outlines Call Standards and evaluation criteria is the best fit because it provides the exact standards you’re expected to meet on each call and the criteria used to rate performance. It usually includes the scoring rubric, examples of appropriate versus outstanding calls, required steps for handling inquiries, guidance on tone and professionalism, accuracy of information, policy adherence, and time guidelines. By studying this resource, you know what good performance looks like, which supports effective training, self-assessment, and coaching. Other materials serve broader purposes—QMS covers overall quality management, Split Memos communicate changes, and the Referral Reference Guide focuses on referrals—so they aren’t the primary source for call-specific evaluation criteria.