Collector Performance

CallGrade, Step by Step: From Recorded Call to Signed-Off Score

CallGrade transcribes each recorded call, scores it against your scorecard with evidence for every point, and a reviewer signs it off.

Every point on the scorecard should be backed by a quote from the call.

Summary

CallGrade scores calls point by point, quoting the exact words that earned or lost each point.

Reviewers correct the AI, set compliance gates, add coaching notes and sign off; agents see scores only after sign-off.

Agents can dispute a grade, and reviewers can score by hand without AI.

Key takeaways

Work the Needs Review filter daily.

Use Note to the Grader for unusual calls.

Add a coaching note whenever a score needs explaining.

What CallGrade does

CallGrade is 502ZONE's call intelligence module. It scores recorded calls against the agency's scorecard: it transcribes the call, checks it point by point, and gives a score with the exact quote from the call that earned or lost each point. A reviewer checks the score and signs it off. Agents use CallGrade to see how they did and learn from it.

For reviewers: finding calls

Click Calls. Filter by All, Needs Review, Signed Off, Disputed, Not Graded, Passed, Below Pass Mark, Auto-fail and Errors. Each row shows the call, account, agent, length, score, the AI draft and status.

Reviewing and signing off

Open the call and the scorecard sections.
Look at each point with its quote. Use Jump to the call to hear the moment.
Change any point the AI got wrong; changed points are marked.
Set compliance gates (marked GATE) to As Graded, Triggered or Not Triggered.
Add a coaching note for the agent if useful (the agent sees it).
Click Sign off. The score becomes final.

To change a signed-off grade, use Reopen to edit.

Grading or regrading a call

For a call that isn't graded, or to redo one, open it and choose Grade This Call or Grade Again with AI. In Note to the Grader, add anything that should take priority, for example: "This was a returned-mail call; don't mark the verification step against the agent." Grading again replaces the current score and removes the sign-off.

Scoring by hand

Click Score by hand instead, score each point with optional notes, write a short summary and click Save and Sign Off. No AI is used.

For agents: reading your grades

Click CallGrade in the menu to land on your calls. Search by account, debtor or file name, and filter by Signed Off, Passed, Below Pass Mark, To Acknowledge and Disputed. Open a call to see the score, the scorecard used and a summary, then each section's points with quotes and jump-to-moment buttons.

Agents and the CRM see a score only after QA signs it off.

Disputing a grade

If an agent thinks a point was scored wrong, they open the call, click Dispute this grade, and say which point and what actually happened.

Settings (super admin)

Connections: shows whether grading and transcription services are set up in Service Credentials, with a test button. No keys are stored in CallGrade itself.
Company name, pass mark, spoken language and the shortest call to grade automatically.
Grade new recordings automatically from now on.

Closing the loop

CallGrade finds the weakness; the Training Desk gives the collector practice on it; CallGrade measures whether the next real calls improved.

Why it matters

Supervisors review far more calls with far less listening, grades are defensible, and coaching gets specific.

See it working in your agency

Book a 30-minute guided Nexum demo built around your agency's real bottleneck, or call 502ZONE directly at (786) 524-4252. Nexum Open CRM is free: no license fee, no seat fees, no subscription. Add 502ZONE modules only when you want more recovery.

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