Call Quality Score
Meeting Target
Why is this measure important?
The Call Quality Score measures the efficiency and effectiveness of our phone interactions with customers. Calls that are rated High meet the criteria of politeness, professionalism, empathy, timeliness, and problem resolution. The quality scores are used for training and coaching to improve performance. We are committed to continuously improving our quality assurance program to enhance the customer experience.
What progress are we making?
Service Brampton has consistently achieved its quality score targets over the past year, strengthening its quality assurance program. Building on this progress, we plan to introduce AI-assisted interactions in the first quarter of 2026.
How is this measured?
The Call Quality Score evaluate the efficiency and effectiveness of our customer interactions across phone channel. Accomplished interactions demonstrates excellence in key areas such as politeness, professionalism, empathy, timeliness, and problem resolution. These quality scores serve as a valuable tool for ongoing training and coaching, driving continuous improvement in overall performance.