🚀 Quick Start Guide
- Start with Audio Analyzer — Upload an MP3 call recording for instant AI-powered scoring
- Review Results — Get detailed feedback on all CSR Fundamentals metrics (2-5 minutes)
- Schedule Coaching — Use the Coaching Template for one-on-one development conversations
- Track Progress — Export PDFs and monitor improvements over time
Audio Call Analyzer
Upload MP3 recordings and get instant AI-powered analysis with automatic scoring against all CSR Fundamentals metrics.
- Automatic call transcription
- 18-metric evaluation
- Instant scoring (0-100)
- Coaching recommendations
- PDF export
Audit Form
Manually review and score calls with an interactive form that guides you through each metric with real-time calculations.
- 18-metric form
- Real-time scoring
- Detailed notes
- Call documentation
- PDF export
Coaching Template
Conduct structured one-on-one coaching sessions with organized feedback, ratings, and actionable development plans.
- Strengths & opportunities
- 4-category ratings
- Action planning
- Follow-up tracking
- PDF export
📊 Evaluation Metrics
Section 1: Call Flow (20 pts)
Proper dealership branding announcement and agent self-introduction
Section 2: Body of Call (24 pts)
Reason for transfer, customer name collection, department introduction
Section 3: System Process (21 pts)
Warm transfer protocol (3-ring hold), data entry accuracy, correct disposition selection
Section 4: Management Skills (35 pts)
Communication clarity, empathy, active listening, tone, efficiency, and confidence
Section 5: Zero Tolerance (Auto-Fail)
No rudeness/profanity, no policy violations, no intentional call avoidance
Total Score: 0-100
85+ Passing (QA form standard) | 70-84 Coaching Required | Below 70 Needs Work | Auto-Fail = 0% + PIP review
🔄 Recommended Workflow
Step 1: Analyze
Upload call to Audio Analyzer or use Audit Form for manual review
Step 2: Review Results
Review scores, strengths, opportunities, and recommended actions
Step 3: Schedule Coaching
Plan one-on-one using Coaching Template with analysis results
Step 4: Document
Export PDFs to personnel files and tracking systems
Step 5: Follow-Up
Monitor progress in 30 days using updated metrics
Step 6: Track Trends
Analyze scores over time to identify ongoing training needs
How It Works
This comprehensive suite provides three integrated tools for consistent, objective call evaluation and agent development. Whether using automated AI analysis or manual review, you get detailed feedback, coaching guidance, and documentation for training compliance.
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