Your quality standard, written down properly.
Build the form your programme actually uses: weighted sections, yes/no or scaled answers, half points, N/A that removes a question from the maths instead of failing it, and critical questions that zero their whole section when missed. Version it, and every evaluation stays attached to the version it was scored under.
What you get
Weighted sections that add up
Weight sections against each other and questions inside them. The total is computed, not typed, so a form can never quietly stop summing to a hundred.
Critical questions that mean it
Miss a mandatory disclosure and the section is zero, however well the rest of the call went. That is what 'critical' means in an audit, and the form enforces it.
N/A that does the right thing
A question that did not apply is removed from the denominator instead of counted as a failure — the difference between a fair score and an argument.
AI guidance per question
Write what a good answer looks like in your words, once, and the model applies it to every conversation it scores against that question.
How it works
Draft it
Sections, questions, answer types, weights. Duplicate an existing scorecard when a new client or queue only differs in three questions.
Calibrate it
Run a calibration session on the new form before it goes live and find the questions your own auditors read differently.
Publish and version it
Evaluations stay bound to the version they were scored under, so last quarter's numbers do not change when this quarter's form does.
Questions people ask about this
Yes — as many as you need, and different ones per team, queue or client. A BPO running six clients typically runs six scorecards and reports on each separately.
Nothing. An evaluation is tied to the version of the scorecard it was scored under, so historical averages stay comparable and an auditor can always see the exact form a score came from.
Send us the spreadsheet you use today. Rebuilding it in the builder is usually an afternoon, and we do it with you as part of onboarding.
See it on your own calls
Send us a handful of recordings and your current scorecard. We will score them, show you the result next to what your team scored, and tell you honestly what you would and would not gain.
No automated demo. A real conversation, usually within one business day.