Solutions
Call centre QA
Sampling in a spreadsheet does not show whether two analysts would have scored the same call the same way, or whether the agent ever saw the feedback.
How a team uses QUALICORE
- Build a voice scorecard.
- Submit an evaluation against a call reference, or paste a transcript for an AI draft.
- Review fatal and compliance lines before saving.
- Open coaching when the score requires it and wait for the agent acknowledgement.
Compliance
Disclosures you need on every call belong on the scorecard as compliance criteria. The product records the score. It does not listen to the floor by itself.
What changes in the operation
Supervisors get a coaching record with a name and a time, instead of a note in a side channel.
Can we score chat and email too?
Yes. The scorecard channel has to match the interaction: voice, chat or email.