Feature
Call quality scoring — against your criteria, by AI
CallSea scores every call the way your best quality coach would — except all of them at once, minutes after hang-up.
Three scoring formats, one scorecard
Scoring formats mirror what quality teams use on paper today: compliance checklists (happened / didn’t happen), point scales with described thresholds, and event and critical-error rules. Criteria are configured per campaign — an outbound sales line can be scored completely differently than a claims line.
A 0–100 score with rationale
Beyond the scorecard, every call receives an overall 0–100 AI score with a short summary — the first signal of which calls deserve a closer look. Every result drills down to the full transcript and the exact fragment that drove the score.
A score you can defend
Because it rests on complete data, not a random sample. Agents see the same numbers and quotes as coaches, and a human can verify and correct any AI score. Ambiguous criterion? Refine the description and the system scores subsequent calls against the new definition.
Frequently asked questions
Can I bring my current scorecard into CallSea?
Yes — that’s the recommended starting point. Translate your checklists, point scales and critical-error definitions into CallSea scoring formats, then calibrate them on historical recordings against your coaches’ scores.
Which languages does scoring work in?
The campaign’s language. Transcription, scoring and reports work in Polish, English, German, Czech, Slovak, Ukrainian and more — languages can be mixed within one organization.