Call Lens
Scoring 7,500 calls a cycle to lift conversion
A customer-success organisation coached agents on a handful of sampled calls. They wanted every call scored against a consistent framework, with coaching insights delivered weekly.
The challenge
- Over 7,500 calls per cycle, far beyond manual review capacity.
- Scoring had to be consistent and defensible to agents and team leads.
- Results had to land in the tools leads already used.
What we built
A 28-parameter scoring framework
Hook, trust, objection handling, tone and more, each defined with examples and scored by a Gemini-based pipeline over transcripts.
Validated against humans
Scores were calibrated against a panel of experienced reviewers before the pipeline went live.
Coaching, not surveillance
Outputs were framed as coaching points per agent, surfaced in weekly Tableau scorecards.
Statistical tracking
Call-survival and conversion benchmarks were tracked as trends with intervals rather than single numbers.
What we learned
- Defining each parameter with concrete examples mattered more than model choice.
- Leads adopted the scorecards because they arrived where they already worked.
- Framing outputs as coaching protected agent trust.
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