Background
A service company records calls from agents across three departments to monitor performance, reward achievements, and support coaching. Consistent, high-quality call handling reinforces the brand and creates opportunities to recommend additional services that benefit customers.
Challenge
With thousands of calls received each month, reviewing them manually was inefficient and time-consuming.
The company needed:
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A manageable sample size
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A structured way to evaluate call quality
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A consistent scoring method across departments
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A system that identified both strengths and coaching opportunities
They sought an approach that could streamline call evaluation without sacrificing accuracy or insight.
Solution
Confero recommended reviewing a statistically valid sample of calls each week—100 recorded calls distributed across the three departments.
Evaluating Calls with a Custom Survey
Confero created evaluation surveys for each type of call. Each survey included:
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Scoreable questions
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Weighted categories
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An overall call score
Key metrics measured included friendliness, helpfulness, correctness of information, and thoroughness of answers.
Because the company values customer feedback, Confero added an essential question:
Did the agent promote the customer survey at the end of the call?
Reviewer Preparation
Confero’s quality review team was trained on:
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Accessing call recordings via the client’s system
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Understanding each call type and its objectives
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Applying consistent scoring and evaluation standards
This ensured reliable, high-quality assessments across all reviewers.
Results
Confero’s quality reviewers listened to call recordings, completed the evaluation surveys, and delivered results via Confero’s user-friendly reporting platform.
Benefits included:
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Significant time savings for managers in all three departments
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No need to randomly select or manually listen to calls
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Easy access to individual call recordings using the identification numbers included in each report
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Automated performance summaries showing strengths and areas for improvement
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Reliable comparisons across friendliness, helpfulness, correctness, and thoroughness
Managers gained actionable insights without the burden of analyzing large volumes of raw data.
Why Recorded Call Evaluations Matter
Recorded call evaluations help organizations:
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Improve call consistency and accuracy
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Strengthen brand reputation through better customer interactions
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Identify coaching opportunities grounded in real examples
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Support recognition and reward programs
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Ensure agents promote required follow-up actions, such as customer surveys
This structured approach enhances both agent performance and customer experience.
Learn More
Read more about finding missed opportunities in our related article: Finding Missed Opportunities Using Telephone Mystery Shops.
