When a call is received at a customer service center, it’s important to qualify it in order to direct it to the appropriate contact person or handle it later by a specific sales representative assigned to that task. This qualification can be done in several ways: by identifying the phone number, using an interactive voice response (IVR) system, or by going through a first-level agent. Call qualification is an essential practice for optimizing call management and providing quality customer service. It should not be confused with other processes such as lead qualification.