Abstract: Disclosed is a method of determining call quality for a contact centre. A call is initialised between a customer agent and a contact centre agent, with the customer agent connecting to the call at a point of presence having a selectable geographic location. Monitoring information is received, for the call, measured at the customer agent, the contact centre agent and a contact centre service provider connecting the call between the customer agent and the contact centre agent. Quality of the call is determined from the monitoring information collected from the customer agent, the contact centre agent and the contact centre service provider.