The problem
Calls used to be spot-checked. There were arguments about whose opinion a score was, and the salesperson and the manager heard the same call differently.
The solution
The department wrote down its own quality criteria, and Reveo transcribes every call and scores it against those criteria.
The result
- Every call is scored — not a sample
- The criteria are the department’s own, so a score doesn’t turn into an argument
- The manager opens a weekly report, not the recordings
