Score every call. Coach every operator.
Loop doesn't stop at capturing the call — Agent Trainer reviews how your team handled it. Every inbound call is scored against a weighted quality rubric, sorted by call type, and turned into specific coaching, so you can see who's converting enquiries and who needs a hand.
A score that always traces back to something specific.
Every call is rated 1–5 across five weighted areas and converted to a 0–100 score. Areas that don't apply are skipped and the weights rebalance — so nobody's marked down for a step the call didn't need.
A wrong number isn't marked against a full sales rubric.
Each call is first sorted into one of four types, so it's judged on its merits before a single area is scored.
Scored on all five areas.
Only the areas that apply.
Lenient on booking.
Conduct only — excluded from averages.
Open any call for the full breakdown.
The transcript, the five-area scoring with a note on each, what they did well, and concrete next-time actions tied to what was actually said.
Strengths
- Named the business and matched the caller's urgency
- Booked a concrete survey slot before ending the call
Next time
- Ask for a postcode to confirm the area covered
- Confirm the timeline before giving a price band
See who's converting calls — and who to coach.
Every operator rolls up into a scorecard: calls reviewed, average score across genuine opportunities, how often they secure the next step, and the trend over time.
- Averages count real opportunities only — admin and wrong numbers don't drag them down
- Booking rate shows who turns enquiries into action
- Ask Loop AI "who needs coaching most, and why?"
| Operator | Reviewed | Avg score | Booking | Band |
|---|---|---|---|---|
| Sarah B. | 128 | 86 | 78% | Excellent |
| Marcus T. | 96 | 72 | 61% | Good |
| Priya N. | 84 | 63 | 44% | Fair |
| Jack R. | 71 | 48 | 29% | Needs work |
Each team, its own checklist.
Group calls by department and score operators on the questions each type of call should cover — with the exact question each person misses most, so coaching is specific.
| Department | Operator | Avg | Most-missed question |
|---|---|---|---|
| New enquiries | Sarah B. | 86 | Confirming the timeline before quoting |
| New enquiries | Jack R. | 48 | Asking for a postcode or email |
| Bookings | Marcus T. | 74 | Reconfirming the appointment slot |
| Aftercare | Priya N. | 63 | Offering the follow-up service |
Loop AI reads your scored calls.
Skip the spreadsheets — ask in plain English and get an answer from your own scored calls: who's strong, who's slipping, and exactly what to work on.
Consistent, explainable — but still a judgement
Scores are traceable to the rubric, but when you first roll this out, spot-check a sample against your own review so the marking lines up with how you'd score a call.
Turn every call into a coaching moment.
Score handling, spot who to coach, and lift your booking rate. A 20-minute demo, on your own traffic.
Book a demo →