Call Center Feature
Call quality,
scored by your customers
and by your team.
A post-call survey on the keypad asks callers about your company and the agent. Reviewers listen and give a quality score. The results sit on the call and in your reports.
- Agent score 4
- Company score 5
- Quality score 82 / 100 Score quality
- 1Greeting
- 2Support team
- 3Survey
Why it matters
Ask the caller
After the conversation, callers rate your company and the agent from 1 to 5 on the keypad. You write the two questions.
Every call or only those who opt in
Survey every answered call, or only callers who press a key while they wait in the queue. Set it per team.
A score from your reviewers
A team lead listens to a call and gives it a quality score from 0 to 100. Filter the call history by score to find calls to review.
Scores where you already look
Survey scores appear on the call, in the number report by company and agent, and in the agent report next to ticket survey scores.
How It Works
Set up in four steps
- 1
Switch on the survey
Per team: write the company and agent questions, and choose every answered call or a key to opt in.
- 2
Callers rate
After the agent hangs up, the caller answers both questions on the keypad.
- 3
Review calls
Reviewers play the recording on the call page and add a quality score.
- 4
Follow the trend
Compare survey scores by number, team, and agent in the reports.
Use Cases
A low agent score
An agent's survey average drops for a week. The team lead filters their calls, listens to two of them, scores them, and whispers on the next difficult call.
Company versus agent
Customers rate the agent highly but the company low. The issue is the product or the process, not the person on the phone.
One view of service
A support manager reads each agent's call and ticket survey scores side by side in one report.
FAQ
Frequently asked questions
No. The quality score is one number from 0 to 100. Add your comments as a note on the call.
Call surveys are answered on the keypad right after the call. Ticket surveys go out by e-mail.
With AI analysis on, each transcribed call gets the customer's sentiment, whether the issue was resolved, and a suggested outcome. It does not give a quality score.
Only users whose role allows it. Listening to recordings is a separate permission from seeing the call.
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