Every call reviewed. Every agent coached.
Automatic quality assurance for call centres: every recorded call transcribed, scored against your scorecard and turned into clear coaching.
CallQA connects to your phone system, listens to every recorded call and scores the agent on what really matters — with the exact words from the call as proof. Managers see who needs coaching and why, without listening to hours of recordings.
- Free sample audit of your own calls
- Setup and phone system connection done by NODE X
- Pay only for calls scored
- Your scorecard, your rules
Why call centres choose it
Quality assurance that never skips a call.
Every call, not a sample
Most QA teams can listen to a handful of calls a week. CallQA scores every recorded call, so nothing important slips through.
Proof, not opinions
Every mark the AI gives or takes comes with the exact words from the call, checked against the transcript.
Coaching that writes itself
Each call says what went well and one thing to improve. Each agent gets the one thing to coach first.
Fair to the agent
Only the agent is graded — a difficult customer never lowers their score. An agent who disagrees can flag the call for review.
Who it is for
- Call centres and BPOs inbound and outbound
- Customer-service teams with their own phone system
- Multi-language floors English, Italian, Spanish, German, French
How it works
From recording to coaching, automatically.
Recorded
Your phone system records the call, as it does today.
Transcribed
CallQA turns it into text, with agent and customer separated.
Scored
AI scores it against your scorecard, with quotes as proof.
Coached
Managers review the score, coach the agent and share the call.
01HomeTeam dashboard
Your team's week on one screen.
Open CallQA and see how the team sounded this week: the quality score and its trend, the one thing the team should work on, today's calls, and the calls that need you right now.
- Team quality score with the change against last week
- Coaching focus of the week, with the agents who missed it
- Today's calls: scored, being transcribed, waiting for an agent
- “Needs you today”: low scores to review, calls to assign, great calls to share
- How this week's calls scored: 80 and above, 65–79, below 65
More screens
02CallsEvery recorded call
Every recorded call, scored. Not a sample.
Each call your phone system records arrives in CallQA, is transcribed and scored automatically, and lands in one list you can filter in a click.
- Agent, time, length, status and score for every call
- Quick filters: needs an agent, scored, below 65, in progress
- Search by agent, extension or phone number
- Upload a recording by hand when you need to (WAV, MP3, M4A, MP4, OGG, WEBM or FLAC)
- Voicemails and calls with no conversation are marked, not scored
More screens
03Call reviewScore with proof
See exactly why a call scored what it did.
Every call gets a score out of 100, a short summary, what went well and one thing to improve. Each criterion shows the exact words from the call that earned or lost the marks.
- Score out of 100 with a one-paragraph summary
- What went well, and one clear thing to improve
- Full transcript with agent and customer separated
- Score per criterion, with the quotes that prove it
- Share the call with the agent in one click
- “Disagree with score” flags the call for supervisor review
More screens
04AgentsThe whole team
Every agent, measured the same way.
Each agent's 30-day average and its trend against the 30 days before, side by side. Calls that arrive without a known agent wait in one place until you map them.
- 30-day average per agent, with the trend
- Agents grouped by team or department
- Calls waiting for an agent, mapped to the right person in one click
- Extensions and agent codes kept with their history, so old calls stay with the right agent
05Agent scorecardsCoaching
Coach on the one thing that matters most.
Every agent gets a scorecard that says what to coach first, what they already do well, and how they compare with the team on each criterion — with real calls as examples.
- “Coach on this first”: the criterion they miss most, and how often
- Play an example: open a real call that shows it
- Their consistent strength, so coaching starts with what works
- Every criterion compared with the team average
- Recent calls, each with one thing to improve
- Share the scorecard with the agent
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06ReportsWeekly and any range
A report for every week, and for any date range.
Each week gets its own report: the average score, the best agent and what to coach. For any date range, the full report shows volume, quality, criteria and the most common issues.
- Weekly average score with the change against the week before
- Best agent of the week, and the criterion to coach
- Volume and quality by day
- Criteria averages and the most common issues
- Agent comparison for the whole team
- CSV export for any week or date range
More screens
07ScorecardYour rules
Your scorecard. Your rules.
Calls are scored against a clear scorecard of seven weighted criteria. Adjust the wording and weights to match how your centre works — every score keeps the version it was made with.
- Seven weighted criteria: greeting, listening, solution, clarity, empathy and tone, compliance, closing
- Only the agent is graded — a difficult customer never lowers the agent's score
- Every score records the scorecard version that produced it
- Call languages: English, Italian, Spanish, German and French
- Recognises which voice on the recording is the agent
More screens
08Phone systemConnection
Works with the phone system you already have.
Recordings reach CallQA on their own after every call — through a small uploader on your phone system server or a standard post-call script. No change to how your agents work.
- Ready-made templates for 3CX, FreePBX/Asterisk and ViciDial, or a custom pattern
- Agent, call time and call id read from the recording's file name
- Calls sent twice are recognised, never counted twice
- API keys for your phone system, every one audit-logged
- Transcription on your own GPU server — recordings stay in your network — or on our hosted engine
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09BillingPrepaid credit
Prepaid credit. Pay only for calls scored.
Top up credit and CallQA uses it as calls are scored. You always see what is left, how long it lasts at your volume, and what each call costs.
- Credit remaining, and how long it lasts at your current volume
- Spend this month, calls scored and cost per call
- Full history of top-ups and weekly usage
- Amounts shown in US dollars
10Team & securityAccess and privacy
Who sees what, and a record of everything.
Give each person the access their job needs, protect every account with two-step sign-in, and keep a permanent record of who did what.
- Roles for owners, admins and team leaders
- Two-step sign-in with an authenticator app
- Audit log of every sign-in, view, change and deletion — it cannot be edited
- Card and bank numbers masked before anything is stored
- Set how long recordings are kept; transcripts and scores stay
More screens
Security & privacy
Your calls stay yours.
Your own installation — your data is never mixed with another company
Option to transcribe on your own server, so recordings stay in your network
Card and bank numbers masked automatically
Two-step sign-in for every user
Audit log that cannot be edited or deleted
Recording retention you control
How we get you started
See your own calls scored first.
- 1
Free demo
We show you CallQA with real scored calls.
- 2
Free sample audit
Send us 50–100 of your real recordings. We score them and walk you through the results.
- 3
Connect
We install CallQA for your centre and connect it to your phone system.
- 4
Go live
Every call scored from day one. Top up credit as you go.
FAQ
Questions call centres ask us.
Does it work with our phone system?
Templates for 3CX, FreePBX/Asterisk and ViciDial are built in. Other systems connect through a custom file-name pattern or a simple upload API.
Which languages does it support?
English, Italian, Spanish, German and French. The call language is set for your installation.
Do we need our own GPU server?
No. You can use our hosted transcription engine. If you prefer, CallQA can transcribe on your own GPU server so recordings never leave your network.
Can we change what calls are scored on?
Yes. The scorecard has seven weighted criteria that can be adjusted to your process. Every score keeps the version it was made with.
Is it fair to our agents?
Only the agent is graded, never the customer. Every mark comes with a quote from the call, and an agent can flag any score for supervisor review.
How is it priced?
With prepaid credit: you pay for calls scored. Contact us for a quote based on your call volume.
Is there a free trial?
Instead of a trial, we run a free sample audit: send us 50–100 real recordings and see every one scored.
Where is our data kept?
Each call centre gets its own installation. With on-premise transcription, recordings stay inside your network; only the transcript and basic call details are sent to the AI for scoring.
Hear what your calls are really saying.
Send us a sample of real recordings and see every one scored, with the coaching that comes with it.
+355 68 936 9696