Which document would you consult to understand how calls are evaluated?

• A. Call Standards
• B. Customer Feedback
• C. Call Metrics
• D. Quality Assurance

Answer: (A)

Understanding how calls are evaluated starts with knowing where the evaluation criteria are defined. The Call Standards document outlines exactly what evaluators listen for, the scoring rubric, and the expected behaviors and outcomes for each call. It acts as the official reference for what constitutes a successful call, including tone, accuracy, adherence to process, and problem resolution. Other materials like Customer Feedback or Call Metrics provide results or opinions, but they don’t specify the evaluation framework itself, and Quality Assurance oversees the process rather than defining the criteria. So, to understand how calls are evaluated, you’d consult the Call Standards.