Five-Star Line
Every scored hotline call lights a star; rehearse the assessor's call first.
The job
Replace the hotline's small manual QA sample with automated scoring of every captured call against the star-rating call-centre factors, know the projected star level every week, fix the dimmest factor this week, and rehearse the assessor's own mystery calls before the real visit.
The moment
In the Wednesday calibration the QA lead presses Place rehearsal call. A voice agent rings the ministry's own hotline as an elderly caller asking how to replace a lost driving licence. Minutes after hang-up the call's scores land on the wall and every star lights except one: the agent never offered the online route. The trainer ships the script line before noon, Thursday's rehearsal lights it, and a week later the whole constellation is retitled from Projected 3 stars to 4 stars (band 3.6 to 4.2) while supervisors watch.
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
Projected star rating (as a band) and pass rate on the weakest factor, in % of scored calls; weeks from coaching card to BRIGHTER verdict
Built for
- Contact-centre operations
- QA, training & knowledge
