Empathy and protocol, scored the same way every time.
Patient conversations are judged on things that are hard to score consistently — did the agent verify correctly, did they follow the protocol, did they sound like a person. Written down properly, those become questions two auditors answer the same way.
The sample was never the problem. It was all you could afford.
Empathy scored by feel
The softest questions are the ones your auditors disagree on most, and nobody measures the disagreement.
Protocol adherence, everywhere
Verification and escalation steps that must happen on every call, checked on almost none of them.
Conversations you must handle carefully
Recordings of people discussing their health, sitting in a vendor's system.
What you get
Guidance turns feel into criteria
Write what empathy sounds like in your service, once, and every conversation is scored against that definition.
Calibration on the soft questions
Blind sessions show you exactly which questions your auditors read differently — usually the ones that matter most here.
Masking and role-based access
Structured identifiers removed from transcripts before storage and not recoverable afterwards, with access to everything else scoped by role, team and department.
An audit trail on every change
Who scored what, who changed it, and when — kept for as long as you need it.
Questions people ask about this
Ask us directly, in writing, before you send us anything. We will tell you exactly what we can and cannot commit to for your jurisdiction and your data type rather than gesturing at a compliance logo. If the honest answer is that we are not the right fit yet, that is what you will get.
See it on your own calls
Send us a handful of recordings and your current scorecard. We will score them, show you the result next to what your team scored, and tell you honestly what you would and would not gain.
No automated demo. A real conversation, usually within one business day.