Call compliance evaluation in Empower allows you to standardize call quality, automate evaluation rules, and ensure agents follow critical guidelines across sales, support, recruitment, and customer success calls. In this guide, you’ll learn how to create compliance templates, configure pass thresholds and evaluation conditions, assign team members, and analyze call results.

Manage call compliance evaluations

1. Access call compliance and select a template creation method

Navigate to call compliance settings and choose how to build your compliance scorecard.

1. Select Call compliance from the left menu on your Empower interface?
2. Click on the Create button to start a new item.
3. Choose your preferred creation method:
   • Use a template: Pick from pre-built scorecards tailored for sales, support, recruitment, or customer success.
   • Learn from previous calls: Select your best and worst calls using checkboxes to generate an automated template.
   • Build from scratch: Add custom evaluation conditions one by one for complete control.

2. Define template details and set overall pass thresholds

Establish the title, description, target use case, and minimum passing criteria for calls.

1. Type your template Title and Description in the provided fields
2. Select your target Use case (Sales, Support, Recruitment, Customer Success, or All)
3. Choose the overall Passing criteria threshold required for a call to be successful (e.g., 2 out of 5, 3 out of 5, or 4 out of 5)

3. Configure compliance conditions and evaluation rules

Add and calibrate specific evaluation criteria, including AI prompts, call scripts, moments, forbidden words, and checkboxes.

1. AI Prompt (Eliminatory Condition): Describe what the AI should look for during the call (e.g., whether the agent identified client needs). Enable Eliminatory condition if failing this criterion should automatically fail the entire call regardless of other scores.
2. Call Script: Copy and paste your required call script text, then adjust the Pass threshold slider to specify the required script coverage percentage.
3. Moments: Link automatic tag triggers so this criterion is validated when agents or clients discuss specific topics.
4. Forbidden Words: Ensure this criterion is validated when agents avoid using prohibited negative words or phrases.
5. Checkboxes: Create a list of custom checkable items and set the minimum threshold required to pass (e.g., achieving 2 out of 5 checkable items).

Setting critical compliance steps (such as legal disclosures or need identification) as eliminatory conditions guarantees that non-compliant calls are immediately flagged for review.

4. Assign users, set team preferences, and review call results

Assign team members, establish evaluation parameters, and analyze call performance scores.

1. Assign specific Users or team profiles to your compliance template.
2. Configure team evaluation preferences:
   • Set the minimum number of calls required for evaluation.
   • Choose whether internal calls should be included in analysis.
   • Define the overall target passing rate for your team.
3. Return to your Calls list to view compliance evaluation results (marked as successful or failed).
4. Click on any call to open the full analysis and review Empower's step-by-step breakdown of why each criterion passed or failed.

🎉 You now know how to create and apply compliance templates in Empower and can consistently evaluate and improve call quality across your team!