Skills and quality control for customer success at scale.
Score customer service calls on whether the issue was solved, how the customer was treated and whether policy was followed. Serious errors fail the call automatically, and your scorers stay consistent, across thousands of agents and every brand you support.
What it solves
Service calls are not sales calls, so we score them differently.
Resolution, empathy, accuracy
Score what matters in service. Did the agent solve the problem, treat the customer well and follow policy, rather than whether they sold anything.
Serious errors and automatic fails
Weighted scorecards that track serious errors against the customer, the business and the rules, any of which can fail a call outright.
Everyone scores the same way
Several people score the same call and compare, so scoring stays fair however big the team is.
What you get
Weighted scorecards, skills development and consistent scoring.
Build a customer service skills framework and a weighted scorecard from real calls, track how often serious errors happen, and keep your scorers in line, brand by brand.
- A skills framework covering listening, empathy and calming things down
- A weighted scorecard for each programme
- Serious errors tracked against the customer, the business and the rules
- Items that fail the whole call on their own
- Checks that your scorers agree with each other
- No call outcome codes, those stay in your dialler
Overall QA
86/100
Critical / auto-fail items
Grader spread
4 pts
Same call, three graders - calibrated so scoring stays consistent across the floor.
Illustrative preview - your frameworks and scorecards are generated from your own calls.
Raise the floor. Score every agent the same way.
Free during beta - invite only. Or email sales@demandintel.io.