Turn Every Call Into a Learning Opportunity

Call evaluation involves reviewing recorded calls against predefined quality criteria (greeting, problem-solving, communication skills, etc.). Supervisors or QA specialists listen to calls and score them using customizable evaluation forms. Voxla.AI automates this process with AI-assisted scoring that analyzes calls for compliance, tone, keywords, and customer sentiment — providing both manual and automated evaluation options.

Access is role-based and configurable. Typically: agents see their own scores and feedback, team leaders see their team's scores, QA managers see all evaluations, and executives see aggregated reports. You control visibility to ensure feedback is constructive. Agents receive personalized coaching reports highlighting strengths and improvement areas.

Evaluation criteria are fully customizable to match your business needs. Common metrics include: greeting quality, active listening, problem understanding, solution accuracy, communication clarity, empathy, call handling time, compliance adherence, upselling attempts, and customer satisfaction. You set weightings for each criterion and define scoring scales (1-5, pass/fail, etc.).

Yes! Our AI evaluation feature analyzes recordings for multiple factors: speech patterns (clarity, pace, tone), keyword compliance (required phrases, prohibited words), hold time and dead air, customer sentiment throughout the call, and call outcome. AI provides instant scoring, while human evaluators can review and adjust scores for quality control. This hybrid approach ensures accuracy and fairness.

Best practice varies by industry: for training new agents, evaluate 100% of calls for first 30 days. For ongoing QA, evaluate 5-10% of calls per agent monthly (random sampling). For high-stakes industries (finance, healthcare), evaluate 20-30% of calls. Voxla.AI helps you schedule evaluations, select random samples, and track evaluation coverage to ensure consistent quality monitoring.

Multiple feedback methods: automated email summaries after each evaluation, one-on-one coaching sessions with supervisors (using specific call examples), weekly/monthly performance dashboards, and trend reports showing improvement over time. Positive evaluations can trigger recognition/rewards, while areas needing improvement generate targeted training assignments automatically.

Yes! Export evaluation scores, comments, and trends in multiple formats (CSV, Excel, PDF). Create custom reports for management presentations, compliance audits, or HR performance reviews. Schedule automated reports to stakeholders. Integration with BI tools (Power BI, Tableau) available for advanced analytics and visualization.