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Client requirements

Your clients’ standards, built in.

Each client’s QA form becomes its own scorecard, with the client’s questions, scoring method, and pass mark. Calls with a confirmed client are scored that client’s way.

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  1. Calls
  2. Dana Whitfield, Oct 14, 2026

Client A call quality form

Starts at 100. A failed question deducts its points.

Assessed score

85

FailAssessment incomplete

Weighted coverage 90% of the form’s points

Questions assessed 5 of 6

Pass mark 90
Identified self and firmYes
Gave the required debt collector disclosureYes
Verified the right party before discussing the accountYes
Honored a request to be called at another timeNo−15 pts
Professional and courteous throughoutYes
Updated account notes after the callUnanswered

Requires information not available from the call

Product illustration · synthetic data. Switch clients to compare.

Client reporting

Deliver what each client asks for.

Recordings and scorecards packaged the way each client asks are available today. Client-layout reports, filled from the same reviewed results, are in development.

In development

Concept · in developmentSynthetic data

Client B · Monthly call quality report

Prepared by Marlow & Greer · October 2026

Pass mark 80

Calls
312
Pass
241
Fail
27
Incomplete
41
No score
3

Average score 84 across 268 complete assessments. Incomplete assessments need account records; No score calls had nothing assessable.

Results by question
QuestionMetNot metUnanswered
Identity and firm disclosure30453
Required collector disclosure30183
Right-party verification296133
Offered available payment options268413
Respected the consumer’s time298113
Courteous and professional30633
Entered the correct result code262644

Follow-up

33 of the 41 calls without payment options were handled by two collectors who started on October 6. Both completed coaching on October 21.

Reviewed by M. Alvarez, QA reviewer

A concept of a client-layout report. Each will follow the client’s own format.

Client-layout reports: each client’s own QA report layout, filled from reviewed results. We will confirm which layouts are supported for your clients when we review your requirements.

Available today

  1. Calls
  2. Export

Call package · 2 calls

Recording names: Client A format
  • 4471093_Audio_CT_20261014T142210.mp3
  • 2026-10-14_outbound_7f3k2q.pdf
  • 5520818_Audio_CT_20261014T151904.mp3
  • 2026-10-14_outbound_m29xpa.pdf
  • manifest.xlsx
Excerpt of the package manifest
File numberClientAccount ID
F-20391Client A4471093
F-20417Client A5520818
Product illustration · synthetic data
  • Call packages with recordings named in each client’s format, scorecards, and a manifest of file number, client, and account
  • Results by client and collector, and complaint exports
  • Spreadsheets and briefs prepared by Ask Leucadia

Results you can rely on

Know what still needs review.

Client forms ask about account notes, result codes, and payment processing, which a recording cannot show. Leucadia marks those questions Unanswered with the reason, instead of guessing or giving credit.

Results show the assessed score and how much of the form was assessed, and only a fully assessed call can pass. When a reviewer checks the account system and answers an open question, the result updates.

Each Unanswered question carries its reason

  • Requires information not available from the call
  • Unable to determine from available information
  • The client has not defined this criterion
  • Depends on a program variant the client has not confirmed

Scoring methods

Built from the form your client sends.

  • Deductions

    Start at 100 and deduct by severity or per occurrence, including a zero score for critical failures where the form requires it.

  • Weighted points

    Points earned over points assessed, with N/A credited the way the client’s form credits it.

  • Ratio scores

    Group and overall ratios for forms that score compliance and fundamentals separately.

  • The client’s pass mark

    Each scorecard has its own pass mark, and each question keeps a reference to where it came from on the form.

How each call reaches its client’s scorecard

  1. Your call report names the client

    Leucadia reads the client code from the reports your firm already produces.

  2. The code is matched to your client list

    Matches are set up with you and can be corrected at any time, by your team or with Ask Leucadia.

  3. The call is scored on that client’s scorecard

    A call without a confirmed client scorecard is scored on the general compliance scorecard, and the reason is shown.

When a client changes its form

Update a scorecard without starting over.

Send us the new form, or attach it to Ask Leucadia. It explains what changed, drafts the affected questions, and tests them on your recent calls so you see what would change before anything does. Our team completes the update with you.

How we handle a changed formSee Ask Leucadia work from a client form

See your clients’ forms in Leucadia.

If you have a client form handy, bring it and we will show how Leucadia would score it. If not, we will use examples close to your work.

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