What is Call Scoring?
Call scoring is the process of evaluating customer interactions against defined quality criteria to measure agent performance. Quality analysts or AI systems review calls and assign scores based on factors like greeting, empathy, accuracy, compliance, and resolution. Scores inform coaching, identify training needs, and track quality trends.
Common Scoring Criteria
- Opening — Professional greeting, identity verification
- Listening — Understanding customer needs accurately
- Knowledge — Providing accurate information
- Empathy — Showing understanding and care
- Compliance — Following required disclosures and procedures
- Resolution — Effectively solving the customer's issue
- Closing — Proper wrap-up and next steps
Manual vs AI Scoring
Traditional quality programs manually review 2-5% of calls. AI-powered quality management can score 100% of interactions automatically, identifying issues that random sampling misses.
Score 100% of calls with AI. Platform28's quality management uses AI to evaluate every interaction. Learn more.
AI-powered call scoring
Platform28 automatically scores all interactions for consistent quality insights.
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