How to review and score call recordings: a weekly routine for call teams
Sado AI team · · 4 min read
In short
Listening to call recordings at random does little: you need a selection rule and a short scorecard. Each week take 5–10 calls per operator: random ones, calls with no result, the longest ones and complaints. Score each on five points: greeting, finding the need, correct information, an agreed next step and the close. Give the operator one specific tip and listen to that moment together. Track the scores week by week. Tell callers at the start that the call is recorded.
Why numbers aren’t enough
A report shows how many calls came in and how long they lasted on average. But why the customer didn’t buy, whether the price was right, whether a next step was agreed at the end: only the recording tells you that.
Reviewing isn’t about punishing operators. The aim is to stop one mistake from repeating in ten calls and to teach everyone what worked.
Which calls to pick
You can’t hear everything. Each week take, for example, 5–10 calls per operator from these groups:
- 2–3 random calls: they show how an ordinary day goes.
- Calls with no result: no booking, no order, “I’ll think about it”.
- The longest calls: the operator may have got stuck on one question.
- Calls under 20 seconds: if the caller hung up after the greeting, find out why.
- Customers who complained or called twice in one day.
- New operators’ calls in their first week: more of them, several a day.
The scorecard: five points
Give each point 0, 1 or 2. Eight out of ten or more is a good call. Keep the sheet in Google Sheets: date, operator, call, scores, a one-line comment.
| Point | What to listen for | Score |
|---|---|---|
| Greeting | Company and operator name, a warm tone, speaking the caller’s language | 0–2 |
| Finding the need | Asked an open question about what the caller wants, didn’t interrupt | 0–2 |
| Correct information | Price, address, hours match the company’s facts, nothing made up | 0–2 |
| Next step | Booked, took the order or agreed a callback time | 0–2 |
| Close and notes | Repeated what was agreed, logged it in the CRM | 0–2 |
Keep it short. With 15 points, scoring one call takes half an hour and the sheet is abandoned within a month.
A 30-minute weekly check
- On Monday, pick last week’s calls from the groups above.
- Listen to the first 30 seconds and the last minute of each. If something sounds wrong, listen to the whole call.
- Write down the scores and a short note: what happened at which minute.
- At the end of the week, work out each operator’s average and compare it with last week.
- If two or three operators make the same mistake, fix the script or the price sheet: it’s a process problem, not a person.
How to give feedback
One point per talk, not ten. Listen to the moment together and start with something good:
- “Your greeting is great, the caller opened up straight away.” Strength first.
- “At minute three the caller asked about the delivery price and got no answer. It’s on the sheet now, have a look.” The exact moment and the fix.
- “Next week let’s check that you say the next step before saying goodbye.” One goal.
Collect good calls in a separate folder: new operators listen to them on day one.
Recording and transcript in one place: the Sado portal
If an AI operator answers your calls, every call sits in the portal’s Calls section: the recording, the full transcript, the answers collected, a short summary and the next step. Reading is faster than listening: you can go through dozens of calls in a few minutes. You can also ask the portal assistant, Yordamchi, questions about your calls.
The operator answers only from your company’s own facts. Find a mistake, fix the fact once, and every later call gets it right. How this compares with a team of people: AI operator vs call centre. The “this call is recorded” line at the start can be switched on or off. Try it live.
Questions
Do we have to tell callers the call is recorded?
Yes, say it at the start: “This call is recorded for quality.” Uzbekistan has a law on personal data, so decide in advance who may listen to recordings and how long they are kept, and ask a lawyer about the exact rules.
How many calls per operator should we review?
For example, 5–10 a week, chosen by the rule above. For a new operator, several a day in the first week. A little every week works better than a lot once a month.
Who should review the recordings?
Usually the supervisor or the team lead. In a small business, the owner or the administrator does it: half an hour a week is enough.