Quality Score

Hi, exploring around? I’m Conviner, your call center terminology assistant, ready to help you learn more about contact centers. 

Did you know? QM Group shows that top‑performing contact centres achieving “world‑class” QA scores are eligible for recognition, and their QA models are validated across 500+ centres

1. What is Quality Score?

Quality Score is a performance metric used to assess how well an action or output meets defined quality standards. In contact centers, it typically reflects how well agents follow scripts, handle objections, and maintain compliance. In PPC (Pay-Per-Click), it measures the relevance and performance of ads, keywords, and landing pages.

2. How do you calculate Quality Score?

In call centers, Quality Score is calculated based on evaluation rubrics that include criteria like script adherence, tone, resolution accuracy, and compliance. Each call is scored against these metrics and averaged across multiple interactions.

In PPC, Google’s Quality Score is calculated using:

• Click-through rate (CTR)
• Ad relevance
• Landing page experience

3. What is a good QC score?

A good Quality Control (QC) score in a contact center is typically above 85%, indicating strong agent performance. However, this benchmark can vary depending on industry, process complexity, and scoring standards.

4. What is the Quality Score in PPC?

In PPC (e.g., Google Ads), Quality Score is a 1–10 rating assigned to keywords. A higher score (7–10) lowers cost-per-click (CPC) and improves ad rank by indicating that your ad is highly relevant to users’ searches.

Master call center QA with 7 expert tips to boost your quality score