Score 100% of your calls, not 2%
IdentityCall scores every call against your own quality rubric and shows the reasoning behind each score, so QA stops being a sampling exercise and starts being a full picture.
Traditional call QA reviews a tiny, hand-picked sample of calls. A reviewer listens, fills a scorecard, and moves on. It is slow, inconsistent between reviewers, and blind to the 98% of calls nobody hears.
Automated call QA changes the unit of measurement from a sample to every conversation. IdentityCall transcribes each call, scores it against the criteria you define, and explains why, so coaching and compliance decisions rest on the full record instead of luck.
Why manual QA falls short
You only see a sample
Reviewing 1 to 2% of calls means most coaching moments, compliance gaps, and at-risk customers are never seen.
Scores drift between reviewers
Two analysts score the same call differently. Without a consistent rubric applied the same way every time, results are hard to trust or compare.
It does not scale
Adding calls means adding reviewers. Manual QA cost grows with volume, so coverage stays low exactly when you need it most.
How automated QA works in IdentityCall
Your rubric, your way
Define goals as pass/fail or a 0 to 10 scale, with the weighting and wording your team already uses. The rubric is yours, not a fixed template.
Every call scored, with reasoning
An LLM scores each call against your goals and shows the evidence and reasoning behind every score, so results are auditable rather than a black box.
Agent and team scorecards
Roll scores up into per-agent and per-team views: average score, goals-met rate, and best and worst calls, to focus coaching where it counts.
Retro-score your history
Apply a new rubric to calls you already recorded to establish a baseline from day one, instead of waiting weeks to gather data.
What you get
Full QA coverage on 100% of calls, not a sample- Consistent scoring against one rubric, every time
- Faster, evidence-based coaching cycles
- Auditable scores with visible reasoning
- Baselines from historical calls via retro-scoring
- QA that scales with call volume, not headcount
Frequently asked questions
Can I use my existing QA scorecard?
Yes. You define your own goals as pass/fail or 0 to 10 criteria, so you can reproduce the scorecard your team already uses.
How do I know the scores are fair?
Every score includes the model’s reasoning and the evidence from the call, so you can review and trust how it was reached, rather than accepting a number with no explanation.
Does it work on calls from outside IdentityCall?
Yes. You can upload recordings from any source, or use IdentityCall’s own virtual numbers; both are scored the same way.
Can I score past calls?
Yes. Retro-scoring applies a rubric to historical recordings so you have a baseline immediately.
Related
Put every call under the same rubric
See how IdentityCall scores 100% of your calls, with the reasoning shown.
