Quality and service level agreements are crucial elements in SEBECO’s customer-oriented strategy. On the basis of 15 years’ experience in call center management SEBECO has developed a well-balanced quality system called “QUALIMETER”, using to the balanced scorecards method. This method allows the management to outline non-tangible limitations and possibilities. That way, various business components are assessed on a scale of 0 to 3, after which all the results are collected, weighed and measured. This final result allows our quality monitors, quality coaches and training managers to make adjustments, if necessary, in order to guarantee and optimise the quality of our performance and to comply with the service level agreements agreed.