1. Evaluating Agents. 2. Doing Live Monitoring and provide immediate feedback after the call. 3. Coaching Agents to have better performance. 4. Lecturing newly hired employees regarding the campaign Protocols. 5. Providing sanctions to the Agents’ who have violated the Protocol. 6. Doing External and Internal Calibration for the standardization of Quality Monitoring. 7. Creating Quality Performance Report (QPR) 8. Presenting QPR on the Performance Meeting.