Call scoring is a useful tool for tracking and improving customer satisfaction. Call scoring is calculated using an AI algorithm to evaluate your calls using speech analytics, keyword detections, tone and more to score calls from great to bad. Call scoring gives you a specific number range of call quality to help you spot patterns and respond quickly to low scoring calls.
Export call rating scores for a higher-level view of your team’s performance on calls and a quick overview of how your calls are going. Call scoring is part of call quality tracking.
What Is the Range of Call Scores?
- Great rating is scored between 76 and 100
- Good rating is scored between 51 and 75
- Not Good rating is scored between 26 and 50
- Bad rating is scored between 0 and 25