01
Two managers scoring differently
«This score is normal for my team»
Once every team is measured on the same written rubric, it becomes clear which team is genuinely performing differently and which is simply being scored differently.
Operator Scoring
Write the standard once. Apply it to every call
Who did well this month shouldn't be a matter of opinion. You set the criteria and their weight, every operator's every call is measured against the same rubric, and the result is shown against that operator's own last period.
The problem
“A good operator” means whoever is sitting next to you
Without a written standard, scoring becomes opinion — and opinion doesn't even agree with itself between two managers.
01
The standard lives in someone's head
One manager's “good call” is another manager's “average”. Without a written rubric, every evaluation is weighed on a slightly different scale.
02
Two reviewers score the same call differently
Without calibration, that gap stays invisible — an operator's score ends up depending on which manager reviewed them, not on the quality of the work.
03
A low score is found and reaches nobody
A weak call gets flagged, and whoever sees the report closes it and moves on. Coaching happens when somebody remembers, not as a standing process.
Operator Scoring does not do the evaluating itself. It applies the rubric you wrote to every call the same way, and decides who needs to see the result.
The rubric
One rubric, applied to every call the same way
Above, the criteria and their weight — written by you. Below, a handful of operators, each read against their own last period. To the side, how closely the AI's score agrees with a human reviewer, and one alert as it actually fires.
Criterion and weight
Script adherence
Greeting, needs discovery, offer, next step — stage by stage.
30%Objection handling
Whether the objection was opened, or talked past.
20%Compliance
Required disclosures given, no prohibited promise made.
20%Tone and talk share
Who spoke how much, interruptions and long silences.
15%Outcome
Whether the call closed with a clear result, or was left open.
15%
Operators — this period against last
- Aysel M.2148691+5
- Rashad Q.1898278-4
- Narmin H.23188880
- Elvin S.1767169-2
Calibration
92%
Agreement between the AI's score and an experienced QA reviewer's score on the same 50 calls. When it drops, the rubric is revisited and the score is not used as the basis for coaching until it recovers.
One alert, as it actually fires
Elvin S. — “Compliance” below 60 on two calls in a row
The team lead is notified, with both calls linked
The figures are an illustration of the screen. What does not change: no operator is ranked against another — everyone is shown only against their own last period. A ranked table looks motivating, but its only real effect is to embarrass whoever sits at the bottom.
Capabilities
What Operator Scoring does
Eleven jobs in four groups: it builds the rubric, applies it to every call, measures how much it can be trusted, and turns the result into work.
- Weighted criteria
- Add as many criteria as you need and give each one a weight. The system flags it until the weights add up to 100.
- A separate rubric per team
- Sales, support and complaint handling can be scored on different criteria — each against the standard that fits its own job.
- Version history
- When the rubric changes, the previous version is kept — so it is always known which standard produced a given operator's score.
Scenarios
Where Operator Scoring earns its keep
All four are a matter of opinion without a written standard, and a number with one.
02
A new rubric's first month
«Does this criterion actually measure anything?»
Tracking agreement between the AI's score and a human reviewer's shows, from the first month, which line of the rubric is clear and which is ambiguous.
03
An operator who's gone quiet
«Last month was fine, why is this one down?»
A score dropping against its own past is tracked on its own — even when the team average holds steady, one person's slide shows up early.
04
An audit or compliance check
«Was this said, and is there proof?»
Because the compliance criterion is scored on every call separately, which calls skipped a required disclosure is documented.
Demo
Send us your rubric and we'll run the first calibration together
It is easier to show than to describe. Tell us briefly about your company — our AI Call Center agent will call you shortly and answer your questions.
- Weighted criteria and rubric setup
- AI-to-human calibration rate
- Automatic alerts on a threshold