Quality Score — Measure What Matters
Verbix.ai’s Quality Score brings together behavioral, compliance, and communication metrics into one simple, actionable view so supervisors can coach their teams, improve call quality, and enhance customer outcomes.
Key Features
The Verbix.ai Quality Score gives managers and agents actionable insights.
Standardized Evaluation
Consistent rubrics across teams help reduce bias and make coaching measurable.
Targeted Coaching
Pinpoint exactly which sub-skill such as pace, analogies, or objection handling needs attention.
Audit & Compliance
Quality scoring works alongside compliance checks to help reduce operational risk.
Real-Time Dashboards
Quickly visualize agent quality trends across calls, teams, and time periods.
Automated Snippet Highlighting
Jump straight to call moments where agents excelled or missed important steps.
Integrated Feedback
Supervisors can add notes and monitor progress directly from the platform.
Advantages of Quality Score
Why teams rely on our Quality Score to measure what matters
Time Efficiency
Cut down manual review time by focusing only on the most important call segments.
Improved Coaching Impact
Focus on specific weaknesses to drive measurable score improvements.
Increased Customer Satisfaction
Improved communication and professionalism build greater client trust and loyalty.
Risk Avoidance
Anticipate quality gaps before they become customer complaints or escalations.
Ongoing Improvement
Monitor improvement over time with trending data and benchmarking between teams.
Motivation & Transparency
Transparent scores and feedback enhance agent engagement and accountability.
Score Improvement Highlights
A visual snapshot of category-level performance
Communication Skills
28 / 30Empathy & Rapport
17 / 20Explanation Effectiveness
19 / 20Adaptability
18 / 20Thoroughness
17 / 20Professionalism
40 / 40Client Comprehension
18 / 20Client Testimonial
"Verbix.ai’s Quality Score gave us a clear, reliable measure of call excellence. Since implementing the system, our quality scores have improved significantly, giving us confidence in both training and customer outcomes."
— Priya Sharma, Head of Quality, Nova BPO
Global contact center with 2,500+ agents