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Drive Retention·QA

Every conversation scored against your standard

A QA program that reads the tickets, scores them weekly, and turns the misses into training.

Book a callSee how it works
A team lead reviewing scored conversations with an agent

Score every agent against your own standard every week, with a scorecard built from your brand voice and policies, misses turned into coaching the same week, and the results next to CSAT.

The problem

Why nobody knows if the answer was good.

Quality drifts when no one reads the tickets. It shows up as:

  • Good defined as whatever the last manager said
  • Every agent working to a different standard
  • A manager who reads the escalations and nothing else
  • The other 95% of conversations seen only by the customer
  • CSAT as the only signal, arriving after the fact
  • Misses found too late to coach

A survey score arrives after the customer has decided. You see the speed of the desk, but not the quality of the answers.

Charm fixes this by reading the tickets and scoring them against your standard every week.

The solution

Your standard, written down and scored every week.

Our QA service combines:

  • A scorecard built from your brand voice and policies
  • Weighted criteria for tone, accuracy, ownership and the next step
  • A fixed sample per agent, read and scored each week
  • AI that reads every conversation and flags the ones worth a look
  • Coaching notes on every miss, the same week
  • One weekly report with QA next to CSAT

People score, coach and own the standard. A miss goes back to the agent as coaching the same week, and into the playbook if it repeats.

The scorecard lives in your QA tool or ours, and the report sits next to CSAT, first response and resolution time.

Everything a QA program needs, scored against your standard.

01.Your standard, written down

Scorecard design from your brand voice

A scorecard built from your brand voice and your policies, not a generic rubric. Tone, accuracy, ownership and the next step, each with what a pass looks like.

Includes:

  • Tone, scored against your brand voice
  • Accuracy against your policies
  • Ownership and the next step
  • Weighted criteria, with what a pass looks like
  • Yours, in your QA tool or ours

Every agent works to one standard, written down with weights.

A hand ticking boxes on a checklist

02.Scored every week

Weekly samples and same-week coaching

A sample of every agent’s conversations read and scored, with the misses sent back as coaching the same week. Scored weekly, reported with the rest of the desk numbers.

Includes:

  • AI flags the conversations worth a look
  • A fixed sample per agent, every week
  • Every miss logged with its reason
  • Coaching notes back to the agent the same week
  • Repeat misses written into the playbook

A QA lead reads the sample, so a miss is caught while it can still be coached.

A man in headphones listening closely

03.Numbers you can act on

One weekly report next to CSAT

QA results next to CSAT, first response and resolution time, in the same weekly report. Every miss turns into a training note the same week.

Includes:

  • QA results next to CSAT
  • First response and resolution time
  • One report in your inbox every week
  • A trend per agent, week over week
  • Coaching notes attached

You see the quality of the desk, not just its speed.

Hands marking up a printed report beside a laptop

The Charm QA workflow

  1. 01.

    Write your standard down

    Your brand voice and policies turn into a scorecard with weighted criteria for tone, accuracy, ownership and the next step, each with what a pass looks like.

    A person writing on a clipboard
  2. 02.

    Sample every agent weekly

    AI reads every conversation and flags the ones worth a look. A QA lead reads a fixed sample per agent each week, agreed at desk design, and scores it.

    A woman in headphones working at a laptop by a window
  3. 03.

    Coach the misses the same week

    Every miss is logged with the reason and goes back to the agent as coaching the same week. If it repeats, it goes into the playbook.

    Two colleagues talking at a whiteboard
  4. 04.

    Report it next to CSAT

    QA results sit next to CSAT, first response and resolution time in one weekly report, with the coaching notes attached and a trend for every agent.

    A man presenting charts on a large screen

Better answers. Faster coaching. Quality you can see.

How every QA program we run is set up:

Weeklyevery agent sampled and scored
Same weekmisses become coaching notes
Your standardwritten down, with weights
Next to CSATin one weekly report
Case studies

Two desks, scored every week.

Sutro’s chemistry answers and Spout’s four channels: every conversation read and scored against the standard, the misses coached the same week.

Charm×Smart products & devicesCase study 01 / 02
Smart pool monitor→ Homeowners and retail buyers

Every chemistry answer, scored against the standard.

Scoring a support conversation means scoring the answer, and on the Sutro desk the answer is technical, written at night and sent in the brand’s voice. All three go on the scorecard.

Every Charm desk is read and scored every week. On Sutro’s that means the chemistry answer, the pairing walkthrough and the tone, with the misses turned into coaching the same week.

We handleWater chemistryPairingApp setupReplacements
Weeklyevery agent sampled and scored
Charm×Home & outdoorCase study 02 / 02
Countertop water hardware→ Homeowners, dealers, and installers

Four channels, one standard, scored every week.

Four channels in one voice is a quality problem before it is a staffing problem. Spout’s desk answers email, chat, phone and community, and the same scorecard reads all four.

Accuracy on install, plumbing and filter questions, the voice, the ownership of the next step: scored weekly, reported next to CSAT.

We handleInstallPlumbingFilter changesDealer orders
“Our customers finally feel heard. Service quality improved across every channel. Across every vendor we work with, if I had to keep one, it would be Charm.”Reuben Vollmer, CEO, Spout
Email · Chat · Phone · Communityone scorecard across all four
All case studies →

Questions

Samples, weights, coaching and the weekly report.

AI or people?

Both. AI reads every conversation and flags the ones worth a look. People score, coach and own the standard.

How big is the sample?

A set share of every agent’s conversations each week, enough to see a trend per agent, agreed at desk design and written into the scorecard.

What happens with a miss?

It goes back to the agent as coaching the same week, and into the playbook if it repeats.

How is pricing structured?

Per agent, per month, with the desk build included. The price moves with hours of coverage, channels, and how technical the product is. No per-ticket surprises and no long-term lock-in.

How long until we are live?

The first two weeks are learning the product and writing the playbook; the rest is staffing, training, and a supervised ramp.

Who does the work?

A dedicated team on your desk only: agents, a team lead, QA and a trainer, hired for your product and trained on your playbook before the first ticket.

How is quality scored?

Every agent is scored every week against your standard. The scorecard covers volume by channel, first response and resolution times, CSAT, QA results, and the revenue signals your team flagged, and the same numbers land in your inbox each week.

What happens when an agent leaves or underperforms?

The team lead covers the queue and a trained replacement steps in from the bench, so coverage holds. Coverage is set in the agreement, not improvised when volume hits.

Who owns the customer relationship?

You do. Every conversation, contact, and resolution lives in your system. If we ever part ways, nothing walks out the door with us.

Is there a contract length?

No long-term lock-in. The desk runs month to month after the ramp, and coverage is written into the agreement so nothing is improvised.

Your standard, written down and scored every week.

Thirty minutes. Bring your brand voice and your last fifty tickets. You leave with a scorecard draft, a start date, and a price.