Delivered in Seconds, Not Days

Every Call Scored.
Every Employee Coached.

The moment a session ends, your employee and their manager receive a full AI-scored report. No manual review. No waiting. No subjectivity.

Start Free — No Card Needed See Team Reports →
Sample Report — Employee: Jordan Martinez Scenario: Angry Customer — Double Billing Rubric: De-escalation & Policy Adherence Generated: Today, 2:31 PM
JM
Jordan Martinez
Customer Service · Team 2
DateApr 21, 2026
Duration4 min 38 sec
Status✓ Completed
AssignmentQ2 De-escalation Sprint

Overall Score

82%
Weighted Performance Score
▲ Above Team Average (74%)

Score by Criterion

Empathy & Acknowledgment91%
Active Listening86%
Policy Adherence74%
Resolution Offer69%
Closing & Follow-Up88%
👤
Caller’s Main Concern

Customer was charged twice for their monthly subscription ($49.99 each) and demanded a full refund. Frustrated and threatening to cancel. Escalated twice when the first resolution offer didn’t match their request.

✓
What Went Well
✓
Stayed calm and professional even as the customer escalated twice and threatened to cancel.
✓
Acknowledged the customer’s frustration and used their name within the first 30 seconds — before attempting any resolution.
✓
Confirmed the duplicate charge quickly and accurately, reducing customer uncertainty.
✓
Closed the call with a clear summary of next steps and a genuine thank-you.
⚠
Areas for Improvement
!
Offered a discount when the customer explicitly asked for a refund. Listening for the specific ask before defaulting to a scripted offer would have prevented the second escalation.
!
Never explained why the billing error happened. Customers who understand the cause are far less likely to call back — or to distrust the resolution.
!
Took ~48 seconds to locate the duplicate charge. Navigation hesitation signals inexperience and erodes caller confidence.
!
Skipped the proactive account check before closing. One missed question often becomes the next call in the queue.
🎯
AI Coaching Recommendations — For Your Next Session with Jordan
1
Practice listening for the explicit ask. Have Jordan repeat back what the customer requested before offering any solution. Eliminates most unnecessary escalation.
2
Add “explain the why” to every resolution. One sentence on what caused the error closes the loop and prevents follow-up calls.
3
Drill billing screen navigation. Timed practice on locating duplicate charges reduces handle time and projects confidence.
4
Lock in the proactive close. Before ending: “Is there anything else I can look into while I have you?” Non-negotiable protocol — currently being skipped.
5
Reassign this scenario next week. Jordan’s empathy is strong. The remaining gaps are procedural and one targeted run should close them.
📞
Call Transcript
CustomerI’ve been charged twice this month — both for $49.99. This is unacceptable. I need this fixed now.
JordanHello, I’m Jordan. I can hear that you’re frustrated and I want to help resolve this right away. Can I get your account number?
Customer7-8-4-1-2. And yes, two charges. I want a refund. The full amount of the second charge.
JordanI can see both charges. I’m very sorry. As a gesture of goodwill, I’d like to offer you a 20% discount on your next month’s bill…
CustomerI don’t want a discount. I said I want my $49.99 back. That’s what I said from the start.
JordanYou’re right, I apologize. Let me process that refund right now. You’ll see $49.99 back within 3–5 business days.
CustomerFine. Thank you. That’s all I asked for.
Full transcript available after login · Every word captured and saved
Why This Changes Everything

This Report Lands in Both Inboxes the Moment the Call Ends.

No manager review required. No waiting. Just objective, actionable feedback — automatically delivered.

⚡

Instant Delivery

Reports are generated and emailed within seconds. Employees review results while the call is still fresh.

⚖

100% Objective

Same rubric, same standard, every time. No mood, no favorites, no inconsistency between managers.

📈

Progress Over Time

Every report is saved. See how each employee trends across sessions and export everything to CSV.

Give Your Team Feedback This Good. Every Single Session.

Start free. Your first 5 scored sessions are on us. No card required.

Start Free — No Card Needed See Team Coaching Reports →