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Call Quality Score

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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.

Related Definitions:

  1. Average Handle Time (“AHT”) The Average Handle Time (or “AHT”) refers to the average amount of time that a call lasts. Typically measured from the time a call arrives at a phone switch (such as an automated call distributor) to the time that the call is dispositioned by the call center agent. For outbound calls, the AHT is generally measured from […]…
  2. MOS Score Mean Opinion Scores (or “MOS” scores) are a way to measure the quality of audio, such as the quality of audio in telephone calls. MOS scores have been used for years as a way to standardize the answer to the question: “How was the quality of the phone call?” Think about it — if you […]…