Agent Coach & QA

Agent Coach & QA replaces manual QA sampling with AI that listens to every call. Every inbound call is scored against your booking script, CSRs get specific coaching, and managers see exactly where revenue is leaking.

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Automatic Call Scoring

Every inbound call is scored — not just a random sample. Craft evaluates each call against your booking script and scores CSR performance on:

• Script adherence — did they follow the booking process?
• Objection handling — how did they respond to price, timing, or competitor mentions?
• Booking attempt — did they ask for the appointment?
• Tone & professionalism — were they friendly, empathetic, and confident?

Managers see scores by rep, by day, and by trend — so you can spot who needs help before it shows up in booking rate.

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Coaching

CSRs get specific, actionable feedback after every call — not “do better,” but exactly where they went off-script and what to say instead. What coaching looks like:

• “You skipped the value statement before quoting the diagnostic fee — here’s what to say next time”
• “Customer mentioned a competitor quote — you missed the chance to reframe on value”
• “You handled the price objection well — keep using that approach”

Managers can also leave coaching comments on specific moments in any call, just like AI Ridealong.

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Cancellation Reason Tracking

When a booked customer cancels, Craft captures the real reason — not just the dropdown code your CSR selects. The AI listens to the cancellation call and categorizes why:

• Price / sticker shock — quoted too high, found a cheaper option
• Timing — schedule conflict, not ready yet, wants to wait
• Competitor — going with another company
• Spouse / decision maker — needs to talk it over
• Service area — didn’t realize you don’t cover their area
• No-show follow-up — customer didn’t show, now canceling

This gives you real data on why revenue is walking out the door — and what your team can do about it.

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2nd Chance Opportunities

Not every cancellation is lost. Craft identifies calls where the customer is still persuadable — a “2nd chance” — and flags them for follow-up. Craft flags a 2nd chance when:

• Customer says “let me think about it” but didn’t get a strong close attempt
• Cancellation reason is timing-based (“not this week”) rather than hard no
• Customer compared pricing but didn’t get a value reframe
• Spouse/decision-maker objection wasn’t addressed with a joint-call offer

These flagged calls go to your inside sales or rehash team with context: what happened on the original call, why the customer hesitated, and a suggested approach for the callback.

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Spam Filtering

Junk calls — robocalls, wrong numbers, solicitors — are automatically filtered out so your metrics reflect real opportunities. No more inflated call counts hiding your actual booking rate.

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How It Connects

Craft integrates with your existing phone system (RingCentral, Five9, or other VoIP/SIP). No hardware, no app downloads for CSRs. Setup takes 1-2 business days during onboarding.