Score every call, not just the few you had time to hear.
Call QA uses AI to listen to every call your team takes and score it against your scorecard, then shows you the exact line behind each score. You review the calls that matter instead of hunting for them.
For retail stores, phone-order lines, support and inside sales teams.
Call scorecard
- Greeted and gave namePass
- Found out what they wanted4/5
- Accurate product and price5/5
- Read the order backPass
- Offered a relevant add-onMissed
- Shipping and returns explainedPass
- Took payment securelyPass
Score86Strong
Read the order back, at 2:41
“So that’s two walnut bar stools, shipping to 418 Elm, $318 with tax. Did I get that right?”
Most teams hear two or three calls in a hundred.
A manager pulls a few recordings, listens at 1.5x, and fills in a spreadsheet. The rest of the week’s calls, the ones where a rep skipped the order read-back or promised a delivery date nobody can keep, never get heard. Call QA’s AI listens to all of them, flags the ones that need you and puts them at the top.
How it works
Upload your calls
Drag in recordings from your phone system, up to 200 at a time. WAV, MP3 and M4A all work.
Get clean transcripts
Agent and customer are labeled, with timestamps. Card numbers, Social Security numbers and birth dates are removed automatically.
Calls land with the right rep
Call QA reads your file names, or a CSV from your phone system, to match each call to a rep and team. Anything it can’t place waits in one short list.
AI scores every call
In minutes, the same way every time. Each call is checked against your scorecard: pass or fail, or a 1 to 5 rating, with a one-line reason and the quote that proves it.
Coach from the results
Flagged calls come first: the AI catches moments like a promise outside policy or a card number read aloud, so problems find you. Then see averages by rep and team and the most common misses, change any score you disagree with, and export it all to a spreadsheet.
Your week, before and after
Example math for a manager reviewing 50 calls.
Scoring by hand
- About 10 minutes to listen to and score each call
- 50 calls is a full workday
- You pick calls at random and hope the problems are in them
- Scores depend on who reviewed the call and when
With Call QA
- The AI scores every call within minutes of upload
- All 50 are done before your coffee is
- You start with the handful of calls the AI flagged
- Every call is checked against the same scorecard, the same way
Every score shows its proof
Click any line on a scorecard and the recording jumps to that moment, with the words highlighted in the transcript. No more arguing over a number: you and your rep hear the same ten seconds.
The AI shows its work. Every score links to the moment in the call, and you can change any score with a note. Your score counts; the AI’s stays visible next to it.
Try it: pick a line on the scorecard.
- Agent
Thanks for calling Hearth and Grain, this is Jamie. How can I help?
- Agent
Sure. Is this for a kitchen island or a bar-height counter? And do you want them to match anything?
- Customer
They’ll go next to the new dining table we just ordered, actually.
- Agent
So that’s two walnut bar stools, shipping to 418 Elm, $318 with tax. Did I get that right?
Start from a scorecard that already fits
Four ready-made scorecards cover the calls retail and sales teams take most. Rename, reweight or remove anything to match how you coach.
-
Customer Service Basics
General inbound service calls: greeting, verification, listening, empathy, resolution and close.
7 checks, 3 risk alerts
-
Retail Sales and Orders
Inbound retail and e-commerce calls: product questions, orders, upsells, shipping and returns, and secure payment.
7 checks, 4 risk alerts
-
Sales and Retention
Outbound and inbound sales or save calls: discovery, value, objections, the ask and next steps.
6 checks, 3 risk alerts
-
Collections and Billing
Billing and collections calls. Starting point only: edit the disclosure wording to match your legal requirements.
6 checks, 3 risk alerts
Your customers’ details stay protected
- Card numbers, security codes, Social Security numbers and birth dates are removed from transcripts and silenced in playback.
- Each company’s calls are walled off from every other company’s at the database level.
- Delete any call, or everything, whenever you choose. Old recordings are cleared on a schedule you set.
- We never sell your data.
Questions
What does Call QA do?
You upload recordings of your team's phone calls. Call QA transcribes them, sorts them by rep and team, and scores each call against your scorecard. Every score links to the moment in the call that earned it, so you can check it in seconds.
How does the AI score a call?
It reads the call's transcript and checks each item on your scorecard the same way every time: pass or fail, or a 1 to 5 rating. For each item it writes a one-line reason and quotes the line that proves it, so you can check any score in seconds. It also flags risky moments, such as a promise outside policy or a card number read aloud. If you disagree with a score, change it with a note.
How much time will it save?
It depends on your team, but here's typical math: scoring a call by hand takes about 10 minutes, so reviewing 50 calls is a full workday. Call QA scores every call within minutes of upload, so your time goes to the handful of calls that need you instead of to finding them.
Who is it for?
Retail stores, e-commerce support, order lines, inside sales and home-services teams that take customer calls and want to coach on more than a handful of them.
How do calls get in?
Drag and drop recordings (WAV, MP3 or M4A), up to 200 at a time. Name files the way your phone system already does and Call QA matches each call to the right rep.
Can I use my own scorecard?
Yes. Start from one of four ready-made scorecards, then rename, reweight or remove criteria to match how your team works.
What about card numbers and personal details?
Card numbers, security codes, Social Security numbers and dates of birth are removed from transcripts and silenced in playback. Each company's calls are kept separate from every other company's, and you can delete any call at any time. Please don't upload calls containing health information.
Do I need my callers' consent to record?
Yes. Some states, including California, require every party's consent to record a call. You confirm you have it when you upload.
Can a manager disagree with a score?
Yes. Managers can change any score with a note. Both the AI score and the manager's score stay visible, and team averages use the manager's.
When can I start?
We're opening Call QA to a small group of early-access teams first. Join the list and we'll reach out with a start date.
Get early access
We're opening Call QA to a small group of retail and sales teams first. Tell us about your calls and we'll reach out with a start date.
- Early-access teams lock in their first-year price
- We'll help set up your first scorecard
- No card needed to join the list