Call Quality Calibration (CQC) transforms what may be simply a process
compliance system into a valuable diagnostic tool, powered by customer
and invaluable agent training and coaching. Agent performance data is
against corresponding customer satisfaction feedback, and statistically
analyzed to identify gaps and inconsistencies between these two critical
information sources. CQC ensures that performance evaluations include
measurements relevant to customers, and gives call evaluators a means to
quality from a customer perspective.