TELEPHONE CUSTOMER SERVICE NQR provides clients with detailed analysis of the customer service quality provided to their customers. Our flexible services offer a variety of methods to evaluate telephone service quality including development of scenarios based upon specific criteria. Typically, about 50% of calls sampled are initiated by NQR utilizing various scenarios. Some scenarios are common to the industry, others focus on specific products and services selected by our clients. This enables clients to obtain feedback on specific issues, new products or policies, or areas requiring more training. The remaining 50% of calls sampled are evaluated through "remote observations," with NQR randomly selecting real customer inquiries. Sample sizes vary depending upon the number of call centers and separate divisions measured. Quality Criteria All calls are evaluated using our proprietary 27-point evaluation process. This process is the standard requirement used to evaluate all NQR clients. NQR rates calls on a 1 to 5 scale. Calls rated 3.0 meet the quality requirements for standard customer service; calls rated 5.0 are considered Above Standard, and calls rated 1.0 are Below Standard. Return to "Products & Services"