Tasks
- Pull every call from the telephony API and compute the metrics that actually matter: connect rate on outbound answered versus attempted, real talk time rather than ring time, median answered-call duration, and inbound lost as missed plus voicemail plus abandoned.
- Sample and transcribe call recordings in Dutch and Swedish, then read the transcripts and assess conversation quality.
- Deliver a monthly per-agent scorecard ending in one or two coaching points per person, each carrying the number behind it and written so a manager can forward a single block to a single agent.
- Check in each report whether the previous month’s recommendations were acted on.
Team set-up
- 1 AI employee
- Client-side sales/market owner receiving and forwarding the scorecards
Results & Benefits
- The first review covered 3,311 calls over 60 days.
- It found 224 lost inbound calls in 30 days — the single biggest finding, and invisible in the vendor’s own reporting because abandoned calls were not counted.
- It found call recording effectively switched off on the Dutch lines (19 of 777 eligible calls) and call dispositions empty on 100% of calls, meaning per-agent conversion was not measurable at all until both were fixed.
- It caught one agent’s connect rate falling from 54% to 34% while call volume rose — dialling, not selling.
- Scorecards now arrive automatically on the first of each month, with the evidence behind every coaching point.
