Call Quality Management (InfoQM)Customer service representatives’ speech quality management and performance evaluation system can extract valuable, disputable or meaningful data to be used as effective samples for performance evaluation. When this system assign examinees the voice data which needs to be examined, the examiners can select a proper scoring list to conduct evaluation. Such a scoring can be used for analyzing personal, group, department or corporation’s service drawbacks, the important reference for education and training and service quality enhancement.