Five-Star Line
Every scored hotline call lights a star; rehearse the assessor's call first.
The job
Scores every recorded hotline call against the star-rating factors, instead of a small manual sample. Shows the projected star rating each week, targets the weakest factor, and rehearses the assessor's mystery calls before the real visit.
The moment
Every call to a government hotline is scored against the factors in its official star rating, shown as a night sky with one star per factor.
At Wednesday's calibration session, the QA lead starts a practice call. An AI voice agent rings the ministry's own hotline as an elderly caller asking how to replace a lost driving licence.
Minutes later the scores land. Every star lights up except one: the hotline agent never offered the online option.
The trainer adds the missing script line before noon, and Thursday's practice call lights that star.
A week later the projected rating moves from 3 stars to 4, within a range of 3.6 to 4.2.
What it does
- Coach this criterion
- Route knowledge gap
- Place rehearsal (mystery) call
- Build assessor evidence pack
- Draft drill script
- Open the calls
What you see
Night-sky constellation wall (one star per factor, brightness = pass rate) with a live rehearsal console and a PDF evidence pack
What it moves
The projected star rating as a range, the pass rate on the weakest factor as a percentage of scored calls, and the weeks from a coaching card to a confirmed improvement.
Built for
- Contact-centre operations
- QA, training & knowledge
