A shared assessment standard
We turn selected call criteria into questions that can be checked, using clear, problematic and ambiguous examples.
Project concept · Call review
Specific conversation evidence, not just a score.
We connect your call criteria with the relevant parts of each conversation. Your team leader gets a review they can verify and decides what belongs in feedback and training.
Project offer · Scope and implementation are agreed for your operation.
CALL REVIEW / DIAGRAM
Each finding needs supporting context.
ABC
A
Understand the enquiry
Compare the criterion with its conversation excerpt.
B
Complete the details
Review follow-up questions for relevance and completeness.
C
Agree on the next step
Check that responsibility and follow-up are clear.
THE STARTING POINT
Where effort builds up today.
An overall score says little about where a request remained unclear or a next step was missed. Managers spend time finding useful examples and debate ratings without a shared basis.
MAKE THE WORKFLOW VISIBLE
A view of the possible result.
CALL REVIEW / DIAGRAM
Each finding needs supporting context.
ABC
A
Understand the enquiry
Compare the criterion with its conversation excerpt.
B
Complete the details
Review follow-up questions for relevance and completeness.
C
Agree on the next step
Check that responsibility and follow-up are clear.
- 01Criteria
- 02Evidence
- 03Team review
- 04Feedback
THE DELIVERABLE
What you have at the end of the pilot.
Findings linked to the conversation
Each finding points to the relevant excerpt. Missing or uncertain evidence is explicitly flagged.
A working list for feedback
The team leader confirms or corrects the assessment and selects specific topics for feedback and training.
FROM TRIGGER TO HANDOVER
How one step leads to the next.
- 01
Select criteria and material
The team lead approves sample conversations and three professional criteria for the test.
- 02
Link conversation evidence
The review matches relevant statements to the criteria and presents traceable findings.
- 03
Check with a person
The team lead compares each finding with its evidence, confirms it or records a correction.
- 04
Prepare the feedback
Confirmed findings become a short list of specific improvements. The lead also assesses whether the review meaningfully supports their work.
- One contact personSomeone in your team who knows the workflow.
- Access to examplesDocuments, recordings or test accounts, depending on the task.
- From managementOne kickoff conversation and the decision after the pilot.
THE FIRST DEPLOYMENT
A clearly bounded pilot.
One team, an approved selection of conversations and three agreed criteria. The test supports professional feedback; it makes no automatic employment decisions.
What we need to begin
- Approved recordings with agreed access and retention.
- Three understandable criteria with clear and disputed examples.
- A professional reviewer and an agreed approach to discussing results with staff.
ASSESSMENT POINTS
Manager review effort
We measure the time spent finding, listening to and professionally assessing a relevant conversation point.
Agreement for each criterion
System findings are compared with manual control assessments, with reasons recorded for differences.
Usable feedback
The lead labels accepted, corrected and unsupported findings and their relevance to call feedback.
FAQ
Before we start.
Is an overall call score enough?
Useful feedback needs the specific issue and supporting evidence. We therefore work with individual criteria and the associated conversation excerpts.
What happens when an assessment is wrong?
The reviewer can correct it and record the reason. These differences count in the pilot assessment and show where criteria or analysis need adjustment.
Do we need to review every conversation immediately?
No. We start with an approved sample from one team. Professional review of that sample informs whether a broader scope is useful.
RELATED TASKS
Where the next step could lead.
AI & software
Turn a service call into a request your team can act on.
We set up a pilot for your rental or service operation: voice AI captures the request, site and required details, then hands them to your team in a structured form. Together, we test one defined workflow from the call to an accepted request.
See the workflow & deliverables ↗AI & software
Manage orders. Record decisions. Verify completion.
We design an order workflow with clear responsibilities, documents and approvals. We assess your existing systems and offer B2B-System as an adaptable option for a limited pilot.
See the workflow & deliverables ↗THE NEXT STEP
What should work better in your business?
Tell us about a process that takes up your team’s time. We discuss where automation could help and what is needed to define the next step.
Describe your current workflow, the people involved and the outcome you need.
HEINRICH SCHNEIDER / DDC
heinrich@ddc.companyPrefer email? Write to us directly.