How to score a call
- Pick your industry above. Add your business name if you want the greeting checked for it, and the number of rings if you know it.
- Drop in the recording, or tap a sample call to see how it works. The first run downloads the speech model (once); after that it starts straight away.
- Look at the transcript. If a line is on the wrong side, tap its Business or Caller label to switch it.
- Open any criterion on the scorecard to see each check, the points, and the quote it relied on. Tap a quote to jump to it and hear that moment.
- Save the scorecard as a PNG or PDF and coach from the three tips at the bottom.
The call scoring rubric
A call scorecard is only useful if the person being scored can see why. So the rubric is short, specific, and the same for every call. It has seven criteria, made of 25 checks:
| Criterion | What it checks |
|---|---|
| Answer and greeting | Answered within your ring target; a friendly opening; the business name; the person's own name; "How can I help?" |
| Name and callback number | Asked for the caller's name and got it; asked for the best callback number and got it (said out loud, or confirmed as the number they called from). |
| Problem and address | The caller described the problem; at least one follow-up question about it; asked for and got the service address. Dental and med spa check the reason for the visit, new or existing patient, and insurance or treatment history instead. |
| Urgency triaged | A triage question for the trade ("Is the water still running?"); a priority said out loud; safety advice when the caller mentions a hazard such as gas, a burning smell or flooding. |
| Booked or next step set | A time booked on the call; otherwise a clear next step with a timeframe; actually asking for the booking; a recap of the details. |
| Price handling | Only scored if the caller asks about price: a fee, a range or an explanation of how it is priced (not "I don't know"), then a move back to booking. |
| Call length and talk ratio | The business does 35-65% of the talking; the call takes 45 seconds to 8 minutes; at least three questions asked. |
Each industry weights the criteria differently. Urgency matters most when water is coming through a ceiling; booking and price matter most for a med spa consultation. Points per criterion, out of 100:
| Criterion | HVAC | Plumbing | Roofing | Electrical | Dental | Med spa |
|---|---|---|---|---|---|---|
| Answer and greeting | 10 | 10 | 10 | 10 | 15 | 15 |
| Name and callback number | 15 | 15 | 15 | 15 | 15 | 15 |
| Problem and address | 15 | 15 | 15 | 15 | 15 | 15 |
| Urgency triaged | 20 | 20 | 15 | 20 | 10 | 5 |
| Booked, or next step set | 20 | 20 | 25 | 20 | 25 | 25 |
| Price handling | 10 | 10 | 10 | 10 | 10 | 15 |
| Call length and talk ratio | 10 | 10 | 10 | 10 | 10 | 10 |
When a criterion does not apply, such as price handling on a call where price never came up, it is left out and the score is worked out from the rest.
Mystery-shop your own front desk
A mystery shopper call is the fastest way to hear what a new customer hears. You do not need an agency:
- Pick a realistic request for your trade: "My AC stopped cooling and it is 90 degrees upstairs", "I chipped a tooth", "How much is Botox?". Include one price question; it is where most calls slip.
- Call at different times: a busy morning, lunch, and just before closing. The same desk can score very differently.
- Let them lead. Do not volunteer your name, number or address. The point is to see whether they ask.
- Record where the law allows it (see below), then grade the call here. If you cannot record, use the call evaluation form straight after the call.
- Share the scorecard, not a verdict. Every check quotes the call, so the coaching is about the words, not the person.
Recording calls: consent and the law
This is general information, not legal advice. Recording laws change and depend on where everyone on the call is. Check your state's rules, or ask a lawyer, before you record.
- One-party consent. US federal law and most states allow a call to be recorded when one person on the call agrees to it, and that person can be the one recording.
- All-party (two-party) consent. Some states, including California, Florida, Illinois, Maryland, Massachusetts, Pennsylvania and Washington, require everyone on the call to agree, at least for some kinds of calls.
- Calls across state lines. When the caller and the business are in different states, the stricter state's rule may apply. Assume it does.
- Mystery shopping. The shopper is a party to the call, but the person answering may not know it is being recorded. In an all-party state, that person must agree too.
- Outside the US the rules are different again; in the UK and EU, for example, data protection law requires a lawful basis and usually telling people.
The simple, safe habit: announce it ("This call may be recorded for quality and training") and tell your staff in writing that calls are recorded and reviewed. This tool does not record anything. It only reads a file you already have, on your own device.
Honest limits
- The rules look for common phrasings. A receptionist who handles something well in unusual words can miss a check; read the notes, and switch speaker labels if needed.
- Speech recognition mishears names, numbers and addresses, especially on poor lines. "Number captured" counts digits, so a misheard number can still pass, and a garbled one can fail.
- Ring count cannot be heard in most recordings, which start when the call is answered. Enter it yourself, or leave it blank and that check is skipped.
- English calls only for now, because the phrase rules are English.
- It grades one call. It does not know your scripts, prices or availability, so treat the tips as prompts for a conversation, not orders.
Questions people ask
Is my call recording uploaded?
No. The recording is opened and transcribed in your own browser tab by Whisper, an open speech-recognition model, and the scoring runs there too. The only things the page downloads are its own code and, the first time, the speech model files. There is no account and nothing is stored on a server.
How is the call scored?
With fixed rules, not a black-box AI. Seven criteria (answer and greeting, name and callback number, problem and address, urgency, booking or next step, price handling, and call length and talk ratio) are broken into 25 small checks, such as "asked for a callback number" or "booked a time". Each check looks for specific phrases or numbers in the transcript and quotes the words it found. Each industry weights the criteria differently, and the total is out of 100.
What is a good call score?
We do not publish a benchmark, because we have not collected one. Treat 90 and above (an A) as a call that did everything the rubric checks for, and use the coaching tips to fix the biggest gaps first. The most useful number is your own trend: grade a few calls a week and watch the same checks turn green.
Can it tell the receptionist and the caller apart?
Usually. On a stereo recording with one person per channel it uses the channels. Otherwise it measures the pitch of each sentence and splits them into two voices, and whoever spoke first is taken to be the business, since the business answers the phone. When two voices are too alike, it says so. You can tap any speaker label to switch it, and the score updates straight away.
Which recordings work?
MP3, M4A, WAV, WebM, OGG and MP4 files up to 20 minutes, in English. Phone-quality audio is fine. Most call-recording systems, VoIP phones and call-tracking tools can export a call as one of these. If you already have a written transcript, paste it in the Transcript tab instead.
Can I use it to grade a mystery shopper call?
Yes. Call your own business (or have someone call) with a realistic request, record the call where the law allows it, and drop the recording in. The scorecard shows what your team did and did not ask. Check the recording-consent section on this page first.
Is it legal to record calls for quality checks?
In the US it depends on the state. Federal law and most states allow recording when one person on the call consents, but some states, including California, Florida, Illinois, Maryland, Massachusetts, Pennsylvania and Washington, require everyone's consent for at least some calls. The simplest safe practice is to tell callers the call may be recorded. This is general information, not legal advice.
Does it use AI to judge the call?
Only for the transcript: Whisper turns speech into text. The score itself comes from published, rule-based checks, so the same call always gets the same score and you can see exactly why. Speech recognition does make mistakes, which is why every score links to the words it relied on.
Is it free?
Yes, with no limits on calls or length beyond the 20-minute cap, no sign-up and no watermark on the scorecard. It runs on your device, so it costs us nothing per call.