Does Teloz review every conversation or only a sample?

Every one. Voice and chat conversations are scored automatically across your queues and channels, so quality is measured on 100% of interactions rather than a handful picked by a reviewer.

Can I build my own scorecards?

Yes. Write your own questions, set a weight for each one, and use different scorecards per team, channel or campaign. Typical criteria include greeting, empathy, accuracy, compliance steps and closing, but you decide what counts.

How does the AI explain and prove a score?

Every answer on the scorecard comes with written reasoning and an evidence link to the part of the transcript that supports it. Agents and reviewers can see exactly why a score was given, which keeps grading fair and consistent across the team.

Does it help with coaching, or only scoring?

Both. When an agent repeatedly misses a step, Teloz flags the pattern, sends example calls, and can assign a coaching session automatically. Supervisors then track completion and see each agent's quality trend over time.

What if an agent disagrees with a score?

Agents can dispute a score with a comment, and a reviewer resolves it in the same workflow. Calibration tools compare AI scores with human reviewers, and drift alerts flag questions that no longer match real outcomes so you can update the scorecard.

AI Quality Management

AI quality managementthat scores everycall and chat.

Grade 100% of conversations against your own scorecards, see the evidence behind every score, and turn the findings into coaching automatically. Raise quality without growing your QA team.

Start a Trial

Pricing

100% of conversations
Evidence-linked scores
Automatic coaching

Coaching flag

Priya S. missed a compliance step

3 tasks assigned automatically

Team quality

89 6 pts

teloz.com/quality

CallsScorecardsCoachingTrends

Scored just now

0Score

Billing dispute

Dana R. · scored in seconds

Auto-graded

Greeting95
Empathy88
Accuracy94
Closing90

Empathy · 01:20 I can hear how frustrating this is, and I will fix it right now.

Full coverage

Stop guessing quality from a handful of calls

Manual QA reviews a small sample, so most problems are never seen. Teloz AI scores every voice and chat conversation against your scorecard. Drag the handle to compare.

Manual QA spreadsheet2 of 8 reviewed

Billing disputeNot reviewed
Plan upgradeReviewed
Refund requestNot reviewed
Delivery delayNot reviewed
Account accessReviewed
CancellationNot reviewed
Technical issueNot reviewed
Invoice questionNot reviewed

Teloz AI scoring8 of 8 scored

Billing dispute94
Plan upgrade91
Refund request78
Delivery delay88
Account access96
Cancellation72
Technical issue90
Invoice question85

How it works

From every conversation to a better agent

Step 01

Every conversation gets a score

Teloz AI grades each call and chat against your scorecard the moment it ends, across every queue and channel. No sampling, no backlog.

ScoreLive

92Score

Call #20481

Billing dispute

Greeting95
Empathy88
Accuracy94
Closing90

Custom scorecards

Write the question. The AI scores every call.

Build scorecards in your own words, set a weight for each question, and keep a different scorecard per team, channel or campaign. The AI answers each question with reasoning and evidence.

New scorecard question

Weight 20%

Quality controls

Scores your agents and reviewers can trust

Fair grading builds buy-in. Every dispute, drift alert and calibration gap lands in one quality inbox, so QA leads fix problems quickly and agents know the scoring is fair.

Calibration
Agent disputes
Drift detection
Coaching library
Quality trends

See interaction analytics

Quality inboxResolved this week 132

Agent trendMarcus T. is up 9 points since coachingNeeds review
Coaching libraryNew exemplary call: de-escalating a refundAdded to the libraryResolved
Calibration4 sampled calls differ from the reviewer by 10+ pointsRule tuned, scores agreeResolved
Drift alert“Offered a confirmation email” no longer matches outcomesQuestion reweightedResolved

Setup

Go from scorecard to coaching in four steps

No developers needed for the standard setup.

Quality setupStep 1 of 4

Support scorecard

Greeted and verified identity10%

Showed empathy for the issue25%

Gave an accurate answer30%

Add question

Teams across the US run their phones on Teloz.

From independent agencies to multi-site operations, Teloz supports every desk in the building.

Director of Operations

Dental Group · San Francisco, CA

AI receptionist

“We trained the AI receptionist on our price list and booking hours. No-shows dropped 22% in six weeks.”

Verified Customer

Head of Operations

Home Services Company · Dallas, TX

Multi-site calling

“Four clinics, one directory, one bill. We switched from a stitched PBX stack and cut monthly costs by 38%.”

Verified Customer

Managing Partner

Law Firm · San Diego, CA

Website chatbot

“The chat widget books legal consults without me touching it. Escalations arrive with full context.”

Verified Customer

Director of CX

Hospitality Brand · Manhattan, NY

Omnichannel inbox

“Web chat, Instagram DMs, SMS, and our 800 number in one thread. CSAT went from 4.1 to 4.7 in a quarter.”

Verified Customer

Thousands of US teams

4.8/5on G2

4.9/5on Capterra

AI quality management FAQs

AI quality management questions, answered.

Everything teams ask before automating QA.

AI quality management scores every call and chat against your own scorecard instead of a small manual sample. For each question it writes the reasoning and links to the exact moment in the transcript, so supervisors can verify a score in seconds and spend their time coaching.

Keep exploring

Supervisor assistSee the calls that need you Conversation intelligenceTranscripts, deal risk and coaching Call monitoringBarge, whisper and monitor live Call recordingHear the calls behind the numbers CSAT and NPS trackingSee how every customer felt AI sentiment analysisScore how every caller felt, live Supervisor toolsMonitor, whisper and barge Cloud contact centerQueues, routing and real-time supervision

Score every conversation. Coach every agent.

Turn on AI scoring, build your scorecards, and start coaching from real evidence in days, not quarters.

Get Started Pricing

Free trial100% coverageEvidence-linked scoresAutomatic coaching

AI quality managementthat scores everycall and chat.

Stop guessing quality from a handful of calls

From every conversation to a better agent

Every conversation gets a score

Write the question. The AI scores every call.

Scores your agents and reviewers can trust

Go from scorecard to coaching in four steps

Teams across the US run their phones on Teloz.

AI quality management questions, answered.

What is AI quality management for a contact center?

Does Teloz review every conversation or only a sample?

Can I build my own scorecards?

How does the AI explain and prove a score?

Does it help with coaching, or only scoring?

What if an agent disagrees with a score?

Keep exploring

Score every conversation. Coach every agent.