Call scoring

Call scoring is the evaluation of a telephone conversation against a defined set of criteria. A scorecard might consider clarity, process adherence, listening or the handling of a request. Evaluations can be completed by a human reviewer, an automated system or both. The result is meaningful only in relation to the criteria, evidence and context used to produce it.

A numerical score does not make a subjective judgement objective. Teams need clear definitions, examples and a way to challenge errors or account for unusual situations. Automated assessment can be affected by transcription mistakes, language variation and missing context. Comparing results across different call types without adjusting the rubric can be misleading. Scoring should support improvement rather than encourage agents to follow a script when it is inappropriate. Live feedback and post-call review also serve different purposes: the first may help during a conversation, while the second allows a more considered review of the complete exchange.