Parameters100 / 100
Non-Fatal contributes its weight to the score. Fatal forces the whole call to zero when it fails. ZTP marks the absolutes, disclosures and consents with no acceptable threshold.
A scorecard where everything is zero-tolerance is one nobody can pass, and it gets quietly ignored. Keep those few.
Recording disclosure20%ZTP
Identity verification15%Fatal
Problem acknowledged before solving15%Non-Fatal
Correct resolution offered25%Fatal
Next steps and timeline stated15%Non-Fatal
Tone and pace10%Non-Fatal
total weight100%
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