Hopscotch

One Person. 20 Agents. 20,000 Monthly Calls. How Hopscotch Achieved 100% Quality Coverage

What we did

100%

QA Coverage

100%

QA Coverage

30+ hrs

Time Saved

30+ hrs

Time Saved

10x faster

Feedback TAT

10x faster

Feedback TAT

30,000+

Conversations Audited

30,000+

Conversations Audited

Client Spotlight

Hopscotch is one of India’s leading direct-to-consumer kids’ fashion brands, founded by Harvard Business School alumnus Rahul Anand and Lisa Kennedy, with a mission to bring global-quality, trendy, and affordable clothing and accessories to Indian families. It is headquartered in Mumbai and operates a curated online platform for baby and kids’ apparel, footwear, toys and accessories, serving millions of parents across hundreds of Indian cities. This sustained focus on curation, technology and customer-centricity has helped Hopscotch establish itself as a leading online kids’ fashion player and a respected name in India’s D2C ecosystem.

Industry

E-commerce (Kids' Fashion & Lifestyle)

Location

India

Size

400-500

Hear it from them

Vrishika Tanskali

Quality and Training Manager

If I compare just the audit part - earlier I used to do 2-3%, now I can do 100% audits with complete visibility for the agents as well. My time is saved in terms of giving individual feedback. It's more of self-learning for agents now.

Hopscotch faced a critical quality challenge as they scaled. With a single QA manager overseeing 20-22 customer service agents, Vrishika could only manually audit 2-3% of customer interactions—leaving a 97% blind spot in quality oversight. Juggling multiple Google Sheets for each agent, sending individual feedback emails, and relying on random call selection made it impossible to identify trends, provide timely coaching, or ensure consistent service standards. Hopscotch needed a way to evaluate every customer interaction automatically and shift from reactive spot-checking to proactive quality management at scale.

The Challenge

One person managing quality for 20+ agents created an impossible bottleneck

As Hopscotch's sole quality manager, Vrishika was responsible for ensuring service excellence across 20-22 customer service agents handling thousands of daily interactions. But with only manual review capabilities, she faced a critical scaling problem. She could audit just 2-3% of customer calls, spending 30+ hours weekly on spreadsheet management and individual feedback emails. The team was stuck with random call selection, delayed coaching, and zero visibility into the 97% of interactions going unreviewed.

Only 2-3% of calls were audited, leaving a 97% quality blind spot across all customer interactions.

Manual audits consumed 30+ hours weekly, with Vrishika juggling 20+ individual Google Sheets for each agent.

Random, instinct-based call selection meant no systematic way to identify trends or training opportunities.

Agents had zero visibility into their own performance, creating complete dependency on Vrishika for all quality feedback.

The Solution

Score AI transformed manual quality assurance into automated, scalable intelligence

Score AI gave Hopscotch complete visibility into every customer interaction while freeing Vrishika to focus on strategic coaching instead of manual audits. By automatically analyzing 100% of calls against Hopscotch's specific quality parameters like communication style, problem resolution, product knowledge, and empathy. Score AI eliminated the 97% blind spot and created a self-learning culture where agents take ownership of their own improvement.

With the help of Score AI, we can now do 100% audits. That's when we thought of having a tool that could help us get complete visibility on agent performance.

Complete Call Coverage

Every single customer interaction is automatically analyzed and scored in real-time - no more random selection, no more blind spots. Hopscotch now has certainty instead of instinct-based auditing.

With the help of Score AI, we can now do 100% audits. That's when we thought of having a tool that could help us get complete visibility on agent performance.

Complete Call Coverage

Every single customer interaction is automatically analyzed and scored in real-time - no more random selection, no more blind spots. Hopscotch now has certainty instead of instinct-based auditing.

Agents now get instant feedback on the calls they've taken. They can improve in the next call right then and there. They get their daily summary where they can understand with every parameter where they've done well and where they haven't

Instant Agent Self-Learning

Daily performance summaries are automatically delivered to each agent, showing exactly where they excel and where they need improvement—creating a culture of continuous self-improvement without manual intervention.

Agents now get instant feedback on the calls they've taken. They can improve in the next call right then and there. They get their daily summary where they can understand with every parameter where they've done well and where they haven't

Instant Agent Self-Learning

Every agent's performance I can see at one place. I don't have to randomly move to different sheets—it's just one click now. There are multiple dashboards where I can see progress with the help of graphs.

Unified Performance Dashboard

One single dashboard replaced 20+ individual Google Sheets, giving Vrishika instant visibility into all agents' performance metrics, trends, and improvement areas with just one click.

Every agent's performance I can see at one place. I don't have to randomly move to different sheets—it's just one click now. There are multiple dashboards where I can see progress with the help of graphs.

Unified Performance Dashboard

One single dashboard replaced 20+ individual Google Sheets, giving Vrishika instant visibility into all agents' performance metrics, trends, and improvement areas with just one click.

My time is saved in terms of giving individual feedback. It's more of self-learning for agents now, which helps me focus on other tasks rather than individually giving feedback to everyone.

Strategic Time Reallocation

With Score AI handling automated call analysis and basic feedback, Vrishika shifted from spending 30+ hours on manual audits to focusing on high-value activities: advanced coaching, process improvements, and identifying systemic quality issues.

My time is saved in terms of giving individual feedback. It's more of self-learning for agents now, which helps me focus on other tasks rather than individually giving feedback to everyone.

Strategic Time Reallocation

Implementation

Phased Approach to Success

Discovery & Setup

Week 1-2

We worked closely with Hopscotch's team to understand their quality parameters; communication style preferences, product knowledge requirements, resolution standards, and empathy. Together, we configured our evaluation framework to match Hopscotch's quality standards.

Initial Testing & Refinement

Week 2-3

Tested evaluations on sample call sets and refined the AI's understanding of Hopscotch's specific requirements. Adjusted parameters like clarity and simplicity to align with customer base, including Hindi-speaking customers.

Team Rollout

Week 4

Introduced the platform to 20+ agents and trained team on accessing daily summaries and performance dashboards. Established new workflow: agents review their own scores daily, Vrishika focuses on exceptions and coaching.

Optimization & Scale

Ongoing

Continuous refinement of quality parameters, regular check-ins, and exploration of new features and capabilities.

The Results

QA Coverage

100%

Complete visibility into every customer conversation. Zero blind spots

QA Coverage

100%

Complete visibility into every customer conversation. Zero blind spots

Time Saved

30+ hrs

Weekly time redirected from manual audits to strategic coaching

Time Saved

30+ hrs

Weekly time redirected from manual audits to strategic coaching

Feedback TAT

10x faster

Instant daily summaries replaced week-long feedback delays

Feedback TAT

10x faster

Instant daily summaries replaced week-long feedback delays

Conversations Audited

30,000+

Monthly calls automatically analyzed instead of random sampling manual audits

Conversations Audited

30,000+

Monthly calls automatically analyzed instead of random sampling manual audits

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