Business performance and customer care quality measurement

A method comprising:

• receiving a storable representation of an interaction between an agent of a business and customers wherein the business is located in a first geographic area;
• analyzing the storable representation, in the second geographic area, to determine service quality provided to a customer by the agent wherein the second geographic area is subject to a wage attenuator;
• and
• generating report data associated with the analyzing.

A method comprising:

• monitoring an interaction between an agent of a business and customers wherein the business is located in a first geographic area;
• analyzing the interaction, in a second geographic area, to determine the service quality provided to a customer by the agent wherein the second geographic area is subject to a wage attenuator;
• and
• generating report data associated with the analyzing.

An apparatus comprising:

• a storable representation of a service call arising between an agent of a business and a caller in a first geographic area;
• a communication link to transfer the storable representation to a second geographic area;
• and
• a storage device coupled with the communication link, to store the storable representation wherein the storable representation is capable of being analyzed for service quality in the second geographic area by an analyst and the second geographic area subject to a geographic wage attenuator.

A method comprising:

• receiving a storable representation of a service call between an agent of a business and customers wherein the business is located in a first geographic area;
• analyzing the storable representation, in a second geographic area, to determine the service quality provided to a customer by the agent wherein the second geographic area is subject to a wage attenuator;
• utilizing wage attenuation to reduce a cost of analyzing the service call in the second geographic area relative to the cost of analyzing the call in the first geographic area;
• and
• generating report data associated with the analyzing.

A computer readable medium containing executable computer program instructions, which when executed by a data processing system, cause the data processing system to perform a method comprising:

• receiving a storable representation of a service call between an agent of a business and customers wherein the business is located in a first geographic area;
• playing the storable representation, in a second geographic area, to determine the service quality provided to a customer by the agent wherein the second geographic area is subject to a wage attenuator;
• and
• generating report data associated with the service quality.

An apparatus comprising:

• a processor;
• a reader coupled with the processor;
• and
• a computer readable medium containing executable computer program instructions, which when executed by the apparatus, cause the apparatus to perform a method comprising:
• receiving a storable representation of a service call between an agent of a business and customers wherein the business is located in a first geographic area;
• playing the storable representation, in a second geographic area, to determine the service quality provided to a customer by the agent wherein the second geographic area is subject to a wage attenuator;
• and
• generating report data associated with the service quality.