Monitor and evaluate agent calls with customers

Trigger: A customer service call concludes and is recorded or flagged for quality monitoring.

1. Select a sample of agent calls for review based on established sampling criteria
2. Review the call recording or transcript of the customer interaction
3. Evaluate agent performance against predefined quality and compliance scorecards
4. Identify specific gaps in vehicle product knowledge or call handling skills
5. Deliver coaching and constructive feedback to the agent
6. Aggregate evaluation scores to identify systemic customer service training needs

Outcome: The interaction is scored against quality standards and actionable feedback is delivered to the agent.