Question packs

5 Oct – 1 Nov 2026433 interactions

Your own questions, answered on every call, not a sample. A person can check any answer, and Listen learns from the correction.

433
calls scored (100%)
74%
average QA score
87%
reviewers agree with Listen
171
answers checked by a person

Customer care QA scorecard

7 questions, weighted. Pass rate across all calls.

  • Greeted with their name and the brand92% · ×1
  • Confirmed the order before discussing it78% · ×2
  • Acknowledged how the customer feels63% · ×2
  • Offered an option or alternative Biggest coaching win58% · ×3
  • Gave a clear resolution date69% · ×3
  • Did not ask for card or Aadhaar numbers95% · ×3
  • Checked if anything else was needed75% · ×1

Agents

Average QA score and the one thing to coach next

  1. Deepak Top performer
    59 calls · coach: Always offer one way forward
    85%
  2. Farah
    59 calls · coach: Give a date, not “soon”
    79%
  3. Rahul
    65 calls · coach: Give a date, not “soon”
    75%
  4. Meena
    53 calls · coach: Always offer one way forward
    74%
  5. Anjali
    55 calls · coach: Name the feeling before the fix
    73%
  6. Vivek
    45 calls · coach: Always offer one way forward
    71%
  7. Kiran
    59 calls · coach: Always offer one way forward
    68%
  8. Sameer
    38 calls · coach: Always offer one way forward
    64%

Pack library

Packs running on this workspace

  • Customer care QA · 7 questions · every call
  • Bot QA · 1 questions
  • Core · 7 questions
  • Logistics NDR · 5 questions
  • Compliance · 4 questions

See answers on a real call: a repeat billing complaint.

v0.15.0