CALL CENTER CUSTOMER SERVICE QUALITY NQR provides clients with detailed analysis of the customer service quality provided to their customers. The call sample is randomly selected from actual customer inquiries, and the calls are evaluated through remote observation. Sample sizes vary depending upon the number of call centers and separate divisions measured. Quality Criteria All calls are evaluated using our proprietary evaluation process. This process is the standard requirement used to evaluate all NQR clients. NQR rates the calls using a 1 to 5 scale. Calls rated 3.0 Meet Expectations for standard customer service; calls rated 5.0 are considered Far Above Expectations, and calls rated 1.0 are Far Below Expectations. NQR also derives additional ratings for Information/Compliance and Relationship/Behavior. Information/Compliance represents the percent of calls that met all of the Content requirements. Relationship/Behavior represents the percent of all applicable behavioral criteria that were met. Return to "Products & Services"