How to run call quality control in a call centre: a scorecard and a routine
Sado AI team · · 4 min read
In short
Call quality control needs three things: one scorecard (8–10 items, each scored “yes” or “no”), a regular sample of calls from every operator, and timely feedback. For example, review 5 random calls per operator each week plus every call that ended in a complaint. Once a month, managers score the same call separately and compare: that keeps scoring fair. The goal isn’t punishment but finding the mistake that keeps coming back.
The scorecard: what to check
| Item | What you listen for | Points |
|---|---|---|
| Greeting | Company name and own name in the first 5 seconds | 1 |
| Finding the need | Asked what the customer wants, repeated it back | 2 |
| Correct information | Price, address, terms as in the knowledge sheet | 2 |
| Required questions | Script questions: name, number, convenient time | 2 |
| Next step | A clear agreement: booking, order, callback time | 2 |
| Tone | Calm, didn’t interrupt, polite | 1 |
| CRM | Request and call outcome logged correctly | 1 |
| Red lines | A false promise, rudeness, personal data given to a stranger | If present, the whole call scores 0 |
11 points in total. Score each item “yes” or “no”: everyone reads a scale like “7 out of 10” differently.
Which calls to review
- From each operator, for example, 5 random calls a week from different days and hours.
- Every conversation that ended in a complaint or was followed by a repeat call.
- Very short (under 30 seconds) and very long calls: both often hide a problem.
- A new operator’s calls in the first month, more of them: for example, 10 a week.
- Calls that ended without a sale: why did the customer say “I’ll think about it”?
Example: score this call
Score this short call with the scorecard:
Sado: Hello, yes?
Caller: Hi, I need an oil change. Can I come tomorrow?
Sado: Yes, come over.
Caller: What time? And how much is it?
Sado: Come in the morning; the price depends on the oil, they’ll tell you here.
Caller: Well, OK…
Score: no company name or own name (0), car model not asked (0), no price (0), no name or number taken (0), no time agreed (0). 1 point out of 11, for tone only. Better: “AvtoUsta car service, Jasur speaking. What car do you have? Tomorrow 10:00 or 15:00 is free, which suits you? Let me take your name.”
Keeping scores fair and passing them on
- Once a month, 2–3 managers score the same call separately, then compare. If the gap is large, agree how the item should be read.
- Give the operator feedback within a week, in person: one thing done well, one thing to fix, with a clip from the recording.
- One mistake per conversation: name ten and none get fixed.
- A mistake every operator makes is a team mistake. Change the knowledge sheet or the script.
- Track scores weekly and let operators see their own.
The AI operator and quality control
There are always more calls than anyone can listen to. In the Sado portal every call has a recording and a full transcript: reading the transcript to find the right moment is faster than listening. Collected answers (name, number, request) sit in separate fields, and in the Bitrix24 call card if you use it.
The AI operator follows your company’s script and questions on every call and doesn’t make things up. It can say at the start that the call is recorded, a setting you can switch on or off. Apply your scorecard to its calls too, and pass any gaps to Sado’s team to adjust the setup.
More: AI operator for incoming calls and call centre vs AI operator. Try it live or call 78 778 01 23.
Questions
How many calls should I review a week?
For example, 5 random calls per operator plus every complaint call, and more for new operators. Regularity matters more than the number.
Should operators see the scorecard?
Yes. Give it to them in advance and show their scores: an operator who knows what is scored fixes things on their own. Hidden scoring destroys trust.
Do I need a dedicated quality person?
Not in a small team: a manager or an experienced operator spending an hour or two a week is enough. As the team grows, you assign someone.