Scored against your team’s own standards.
CallSniper scores each call against a scorecard built from your team’s standards. A scorecard is the list of checks a call has to pass, and the score is the percentage of them the call passed. The sample below passed four of its six checks, a score of 67%, because the agent never gave her name and never read the callback number back. Select a check to see what happened and the line behind it.
67%Call score
4 of 6 checks passed
Call transcript
Thank you for calling Ferncrest Plumbing and Drain, how can I help?
My water heater is leaking all over the garage floor.
That sounds stressful. Let me get a technician out to you.
Please. It has been going for twenty minutes.
Is the water spreading toward anything electrical?
Not yet. This is Marcus Bell, and my number is 555-0147.
Got it. I am sending this to the on call technician now.
What the scorecard listened for
The greeting named the company, and the agent never said who she was.
Sample call. The checks come from your own scorecard.
An editable scoring vocabulary.
Each check listens for the phrases the script requires. The lists start with common openers and grow with the team's own wording.
GREETING
AGENT NAME
EMPATHY
PROBING
OFFER TO ASSIST
FILLER
Scorecards are assigned by rule.
A rule matches on the account, a tag, or the length of the call, so each line is judged against the script it was answered with.
| Condition | Result |
|---|---|
| When a call is tagged Service account B | use the message taking scorecard |
| When a call is tagged after hours | use the urgent dispatch scorecard |
| When a call is under 20 seconds | skip scoring |
Bring your rubric.
The CallSniper team configures your scorecard with you. Bring the rubric your reviewers already use, then compare the results on selected calls before applying it across an account.
Three things worth bringing.
- The scorecard your team uses today, with the points on each criterion as they stand.
- Two calls your reviewers disagreed on, so the rubric gets a real test.
- The phrases your script requires an agent to say on every call.
Points and critical failures are set together on the call, then the disputed recordings score in front of the team.
Schedule a demoTwo questions on scoring.
The questions QA leads ask first when a rubric with points replaces a checklist.
Can different accounts use different scorecards?
Yes. Assignment rules pick the scorecard per account, tag, or duration, so an after hours dispatch line and a message taking desk are judged on their own terms.
What happens to a critical failure?
The call scores zero and lands in the review folder no matter how the other checks came out. Supervisors can review the failed check beside the relevant transcript line.
Put your own standards on a call.
Bring the rubric the team argues about and watch a real recording score against it, check by check.