{"id":52374,"date":"2026-04-20T15:41:51","date_gmt":"2026-04-20T15:41:51","guid":{"rendered":"https:\/\/digitionary.com\/glossary\/call-qualification\/"},"modified":"2026-04-20T17:19:06","modified_gmt":"2026-04-20T17:19:06","slug":"call-qualification","status":"publish","type":"glossary","link":"https:\/\/digitionary.com\/en\/glossary\/call-qualification\/","title":{"rendered":"Call qualification"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">When a call is received at a customer service center, it&#8217;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.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>When a call is received at a customer service center, it&#8217;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 [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"menu_order":0,"template":"","meta":{"wds_primary_glossary-categories":0,"footnotes":""},"glossary-categories":[82],"glossary-tags":[],"class_list":["post-52374","glossary","type-glossary","status-publish","hentry","glossary-categories-crm-customer-relationship"],"_links":{"self":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/glossary\/52374","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/glossary"}],"about":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/types\/glossary"}],"author":[{"embeddable":true,"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/users\/1"}],"version-history":[{"count":0,"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/glossary\/52374\/revisions"}],"wp:attachment":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/media?parent=52374"}],"wp:term":[{"taxonomy":"glossary-categories","embeddable":true,"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/glossary-categories?post=52374"},{"taxonomy":"glossary-tags","embeddable":true,"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/glossary-tags?post=52374"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}