In a telephone call, various aspects are evaluated to determine the quality and performance of the call. Some of the items that are typically assessed include the customer service representative's ability to properly handle the call, such as listening skills, empathy, and problem solving. Clear and effective communication, the accuracy of the information provided, the tone of voice, and the professionalism of the agent are also evaluated. Other important aspects to evaluate are time management, the ability to follow through and keep promises, as well as the ability to handle conflicts appropriately. By monitoring and evaluating these areas, opportunities for improvement can be identified and feedback provided to ensure a high-quality and successful calling experience in the online education sector.