Every call transcribed,
scored against your own checklist
Reviewing calls for quality usually means a manager listening to a handful at random while the rest go unchecked. We build an agent that transcribes every call and scores it against your own checklist. Quality review covers everything, not a sample.
Why QA runs on a sample, not the real picture
A call centre or sales team records every call but has time to actually review only a small fraction of them. Quality control runs on a sample that may or may not represent what’s really happening on the floor. An agent having a bad week can go unnoticed for a month if none of their calls happen to get picked for review.
Feedback is slow, too. Days or weeks pass before a manager listens to a call and raises an issue. By then several more calls have already gone out the same way. Coaching lands too late to change the next conversation.
There’s a fairness problem hiding inside a small sample as well. Two agents handling the same call volume can end up with very different review coverage, purely by chance. Feedback and recognition end up shaped by which calls happened to get picked, not by actual performance.
How the agent scores every call
The agent transcribes every recorded call as it finishes and scores it against a checklist built with your QA team. Did the agent follow the required script steps, use the required disclosures, keep an appropriate tone, resolve the actual request. Scores and the reasoning behind them land in a scorecard per agent and per team, updated continuously instead of once a month.
A call below the score threshold, or flagged for a specific issue like a missed compliance line, generates an alert to the relevant manager. The transcript comes with it, the exact moment highlighted. Review time goes to the calls that need it, not spread evenly across all of them.
Because scorecards update continuously, a manager can see a dip in a specific checklist item the same week it starts, not a quarter later in a formal review. The same data rolls up into team-level trends, showing whether an issue is one agent or a shared gap in training.
Scorecard history is kept indefinitely. A new QA lead inheriting the team can see exactly how scoring and performance evolved over the previous year, not just the current month’s snapshot. That makes onboarding a new manager far easier than handing over a stack of old spreadsheets.
What stays with your QA team
The checklist and its weighting are set by your QA team. Coaching conversations with agents stay with a manager who has the full transcript in hand. The agent surfaces what needs attention. It does not decide how an agent should be coached or disciplined. How scores feed into recognition or coaching plans is also their call. Your QA lead owns that decision and revisits it as the business changes.
Guards
Every score comes with the transcript and the specific lines that drove it, so a manager can always verify a score rather than trust it blindly. The scoring model runs against a batch of calls already reviewed by a human QA lead before launch, to check it agrees with human judgment on edge cases. Scores are never the only input into a personnel decision. They are a starting point a manager verifies against the actual transcript before acting on it.
Price and timeline
| Option | Price | What it covers | Timeline |
|---|---|---|---|
| Single automation | from $600 | Transcription and scoring for one call queue against one checklist | 5 to 10 days |
| Department package | from $2,500 | QA scoring plus sentiment alerts and sales call coaching across your call team | 2 to 4 weeks |
Running cost is usually $20 to $90 a month in model usage depending on call volume, with a budget cap set before launch.
Related
Pair this with call sentiment alerts, sales call coaching and speech analytics for support teams to cover the rest of your voice workflow. The full package breakdown is on the AI agents service page and the automation-everything overview. If your team is further along in handing off routine work, see the routine-takeover service.
For a sense of how this plays out in practice, see analytics hub ai analyst two brands and ai sales agent seven channels.
Ready to see what this looks like for your call transcription and QA scoring? Get in touch and we will map your call flow in the first call.
Tired of doing this by hand? We can take the whole routine off your team, not only this step: Routine takeover, from $400 →
FAQ
How much does automated call QA cost?
From $600 for transcription and scoring against one checklist, live in 5 to 10 days once we have access to your call recordings.
Can it use our existing QA checklist?
Yes. The scoring rules are built from your checklist, not a generic template, and your QA lead reviews the first batch of scores before it goes live.
Does it replace human call reviews?
No. A manager can no longer listen to every call, so review runs on a sample. This covers all of them instead, and surfaces the ones that genuinely need a human ear.
What languages can it transcribe?
Any language your calls are in. For teams handling several languages, see our multilingual phone support automation for the agent side of the same problem.
Is call data kept secure?
Recordings and transcripts stay in your own storage or call platform. We do not hold a copy outside what you authorize, and access to transcripts is logged.