What is the purpose of the QMS section?

• A. Split Memos
• B. Vehicle reference guides
• C. Call Standards and evaluation criteria
• D. Insurance terms

Answer: (C)

The purpose of the QMS section is to define how customer interactions are measured and judged. It sets the Call Standards—how to greet, listen, confirm, and resolve issues—and the evaluation criteria used to assess each interaction. This provides clear, objective measures for coaching and improvement, ensuring consistency across all agents and alignment with customer experience goals. It also creates a framework for feedback, audits, and ongoing training. Other items like split memos, vehicle reference guides, or insurance terms cover different needs—internal communications, product details, or policy language—not how calls are evaluated.