How do I measure call quality?

You measure call quality by scoring each call against a defined rubric that covers four dimensions: agent communication (greeting, tone, active listening), process adherence (script compliance, required disclosures), outcome achievement (booking made, issue resolved, lead qualified), and technical audio fidelity (no distortion, dropped audio, or latency).

The core metrics used to measure call quality fall into two categories: behavioral and technical.

You calculate a call quality score by assigning point values to each evaluation criterion, scoring the call against each criterion, summing the points earned, and dividing by the total points possible. Multiply by 100 to express as a percentage.

A good QA score is 85% or above for most contact center and multi-location service environments. Scores between 70% and 84% indicate a need for targeted coaching. Scores below 70% signal a systemic process problem, not an individual agent issue.

A good call quality score is 85% or higher on a behavioral and outcome rubric, and a MOS score of 4.0 or above on the technical audio dimension. These two numbers measure different things and both matter.

MOS stands for Mean Opinion Score. It is a numerical measure of audio quality on a voice call, rated on a scale of 1 to 5. A score of 1 represents unintelligible audio. A score of 5 represents perfect, studio-quality audio.

To test phone call quality, run three types of checks: a network diagnostic, a live call audit, and a recorded call review.

Call quality measurement is important because phone conversations are where revenue is won or lost, and most businesses have no visibility into what happens inside them.

Four categories of tools measure call quality, each at a different layer.