Call quality review
Calls scored against the client's quality form
How a run goes
The steps this agent takes, in order, and what each one leaves behind.
Reads the call transcripts and the quality form
Scores each sampled call against the client's quality form: greeting, verification, accuracy, empathy and compliance statements
Scores each call and drafts the coaching note
Drafts the coaching note with the moment in the call for each miss
Compiles the weekly report
Reports quality by team and by form item so the training targets the weakest items
Works in
Zendesk, Snowflake, MS Teams
Zendesk, Snowflake, MS TeamsWhat it does
- Scores each sampled call against the client's quality form: greeting, verification, accuracy, empathy and compliance statements
- Drafts the coaching note with the moment in the call for each miss
- Reports quality by team and by form item so the training targets the weakest items
Connects to
Need it to work differently?
Every agent can be changed: the steps it takes, the systems it uses and who approves what.