Competency and quality control for customer success at scale.
Score customer-service contacts on resolution, empathy and policy adherence - with COPC-style critical-error auto-fails and grader calibration - across thousands of agents and every brand you support. Disposition codes stay in your dialer; here it’s pure skill.
What it solves
Customer-success QA behaves differently from sales. We built for it.
Resolution, empathy, accuracy
Score what actually matters in service: did the agent resolve the issue, with empathy, following policy - not whether they pitched.
Critical errors & auto-fails
Weighted scorecards with separate customer, business and compliance critical-error tracking that can fail a contact outright.
Calibration across the floor
Multiple graders score the same contact and align, so scoring stays consistent and fair at scale.
What you get
Weighted scorecards, competency development and calibration.
Generate a customer-success competency framework and a weighted QA scorecard from real contacts, track critical-error rates by bucket, and calibrate graders - per brand, at BPO scale and pricing.
- CS competency framework (listening, empathy, de-escalation)
- Weighted scorecard (50/30/20) per program
- Customer / business / compliance critical errors
- Auto-fail items that defect the whole contact
- Grader calibration & inter-rater reliability
- No disposition codes - that lives in your dialer
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. Calibrate every agent.
Free during beta - invite only. Or email sales@demandintel.io.