Score Every Recorded Call Against Your Rubric

Transcribe the recordings and apply your rubric to all of them. The recordings almost always already exist: phone systems record by default, video platforms record by default, and the files pile up unwatched because nobody has forty hours a week to listen. Reading is what software is good at. Each call comes back with a score per rubric line and the timestamped quote that produced it, so what you are reviewing is not a summary, it is a claim with its source attached. The change is not that scoring gets faster. It is that the sample stops being a sample. A pattern across eleven calls is a fact you can coach. The same pattern across the two calls you happened to hear is a hunch.

Yours. You supply the rubric, we apply it consistently. This is the part we want to be plain about, because a scoring tool with a built-in opinion about what a good call sounds like is a tool that will grade your business against someone else's business. Your rubric might require a specific greeting, a price quoted a specific way, a required disclosure, three objection-handling attempts before a close, or a curriculum element covered for a set number of minutes. We do not have a view on whether those are the right rules. We have a view on whether they were followed, on every call, the same way each time. If you disagree with a score you change the rubric, and the change applies going forward across everything.

Anything recorded. CPR class delivery is the first example because it is what we actually run: a remote class transcribed and checked against the curriculum, adult compressions, infant sequence, AED, bag-valve-mask, the skills check, each with a timestamp or a flag. From there it is the same mechanic on any other call type. Front desk calls, where the question is whether the price and the schedule were quoted correctly. Intake and booking calls, where the question is whether the caller was actually booked or politely lost. Sales calls, scored on your own sales rubric. Remote instructor sessions. Customer service and complaint handling. If it is recorded and you can describe what good looks like, it can be scored.

By minutes, not by number of calls, because minutes are what actually drive the transcription and analysis cost. A one-minute wrong-number and a ninety-minute class are not the same work, so charging per audit would either overcharge one or undercharge the other. The included tier is up to 1,000 minutes a month. What that covers depends entirely on your call mix: it is roughly a couple hundred short front-desk calls, or around eleven ninety-minute class sessions, or any combination. Most companies want a specific slice scored rather than everything, and picking that slice is a five-minute conversation. Higher volume gets quoted after a call.

Yes, and telling them is the version that works. Uniform disclosed review is a fair process, and fair processes produce better calls rather than resentful ones. A hidden audit produces a personnel problem the first time it finds something, and it produces it at the worst possible moment. Disclosure also changes what the scoring is for. If everyone knows the rubric and knows every call is measured against it, the rubric becomes training material, not a trap. Separately, recording law varies by state and by call type, and consent is your responsibility as the business doing the recording. We score what you lawfully recorded. We do not advise on whether you may record it.