You listen to 3%of your calls.
100%can be scored.

Getting Started

Quality Score and Coverage Rate Are Not the Same Thing

A quality score is only as valid as the calls that are measured.

In a sample-based program, the quality score can rise while the coverage rate stays flat. If unheard calls contain regulatory violations, recurring misinformation or cancellation signals, these findings never make it into any report.

This guide covers CX Quality through its product screens. It explains how criteria are defined, which questions the dashboard answers, how the agent breakdown is read and how coaching output is generated. The screens and numbers in Section 05 come from a real customer operation’s POC process.

Section 01

Coverage Rate: How Many of Your Calls Are Measured?

The quality score only represents the conversations that are listened to.

An agent handles an average of 5,000 minutes of calls per month. In the industry, about 3% of these conversations are listened to and scored.

The rate stays at this level because of capacity, not choice. A quality specialist spends an average of 8 minutes listening to a single conversation and filling in the form, and has 160 working hours a month. In an operation handling 10,000 conversations a month, these two numbers mean listening to every call would require 8 full-time specialists. For the remaining 97%, no quality data is produced at all.

Section 02

What Are You Missing in Unheard Conversations?

7 signals found only inside the conversation.

1. 01Regulatory and Data Security Violations

   Mandatory disclosures are skipped and personal data is shared against the rules.

2. 02Regularly Skipped Criteria

   An agent skips the same criterion every day and nobody notices.

3. 03Recurring Misinformation

   A rule learned incorrectly is passed on the same way to hundreds of customers.

4. 04Customer Churn Statements

   “I want to cancel” is said before the cancellation happens.

5. 05Reasons for Repeat Contact

   A customer calling for the third time about the same issue says what was missing in the first call.

6. 06Product and Price Feedback

   The clearest comments about the product are said on the phone and never reach the product team.

7. 07Unanswered Sales Opportunities

   The customer clearly shows interest, and the opportunity is never recorded.

Section 03

The Arithmetic of Coverage

The staffing option closes beyond a certain scale.

The calculation assumes an evaluation time of 8 minutes per conversation. It is a theoretical reference and cannot be used as a staffing plan.

Beyond a certain scale, full coverage is no longer a budget decision. It is an arithmetic limit.

Section 04

You Define the Criteria, the System Does the Evaluation

You write the criteria and update them whenever you want; the standard stays the same on every call.

An operation doesn’t have a single quality form: separate forms are used for inbound calls, cross-selling and collections, and each form contains dozens of criteria. In CX Quality, a criterion is defined with the 6 fields shown on the screen below.

123456

1. 1QuestionThe name of the criterion.
2. 2DescriptionDefines the behavior expected from the agent.
3. 3Evaluation InstructionDetermines when the criterion is met and when it isn’t.
4. 4Positive Example 1Shows what the correct behavior actually sounds like in a conversation.
5. 5Positive Example 2Contains a different way of saying the same criterion.
6. 6KeywordsLists the patterns to search for in the transcript.

As soon as a criterion is activated, 100% of calls, not 3%, are evaluated against the same standard. Who does the evaluation and when doesn’t affect the result.

Sample Criteria Set

The set below consists of criteria running in a real customer operation.

Criterion names, definitions and score weights are specific to the operation; CX Quality doesn’t impose a ready-made template. Criteria considered critical can also be flagged: when such an item is skipped, the call’s score drops straight to zero and risky conversations move to the top of the list.

Section 05

What Happened in a Real Operation?

POC data: 1,438 calls, 13 agents.

The screen below comes from a real customer operation. At the start of the POC, quality processes were stable: the team was competent and supervisors were following up regularly. Even so, the criteria average had stayed flat at 61.36%.

123456

1. 1Total CallsShows the 1,438 calls in the period.
2. 2Calls AnalyzedEvery call was analyzed; this is not a sample.
3. 3Agents EvaluatedAll 13 agents were measured with the same criteria set.
4. 4CX Quality ScoreGives the average for the period.
5. 5Daily Score TrendShows days below and above the threshold in different colors.
6. 6Trend by CriterionOpens each criterion’s own curve below the total score.

Why the average stayed at this level became clear once every call was analyzed: certain agents were regularly skipping certain criteria, and this never showed up in sample-based evaluation. The finding was spotted on the dashboard in the first week and the team took action.

The comparison below shows the same dashboard on April 16 and May 12. The process, the team and the criteria set were the same on both dates.

The clearest example is the criterion “Were the standard questions asked to the candidate for the appointment?”. On April 16, this criterion’s score was 36.42%; more than half of the agents were closing the call without asking the standard questions they should have. 4 weeks later, the same criterion rose to 77.62%.

April 16 May 12

Whichever date you slide to, that date’s criteria list comes to the front.

An unmeasured call is an unmanageable operation.CX Quality It showed what to fix in 4 weeks.

Section 06

Which Agent Struggles Where?

Is the problem across the operation, or with a few agents?

Once the criterion that needs improvement across the operation is identified, the second question comes up: which agents are struggling with this criterion?

1234

1. 1Agent ListEach row represents an agent; names are anonymized.
2. 2CX Quality ScoreSorts agents by total score.
3. 3Criterion Agents Struggle WithShows a single criterion’s distribution by agent.
4. 4Other Criterion ColumnsLists all criteria in the form on the same screen.

A single column shows whether a criterion is low across the operation or specific to a few agents. In the example above, some agents are at 0% on the call opening criterion and others at 72%. This distinction determines whether the action should be classroom training or individual coaching.

Section 07

Agent-Specific Coaching and the Right Action

Alongside the score, it also identifies which action belongs to whom.

After analyzing every call, CX Quality doesn’t just report the criterion score; it also produces coaching output for each agent.

12345

1. 1Summary48 calls analyzed, CX Quality score 94.78%.
2. 2Overall AssessmentSummarizes which criteria the agent is strong in.
3. 3Coaching GoalDescribes which behavior should change and how.
4. 4Resolution RateThe resolution rate on this agent’s calls is 75%.
5. 5SentimentCustomer sentiment at the end of the conversation is 75% positive.

The overall assessmentsummarizes which criteria the agent is strong in. The coaching goal defines which behavior should change and how. In this example, two goals are given: a clearer start in the opening, and summarizing the resolution process at the close.

The same page also shows the agent’s number of analyzed calls, quality score, resolution rate and customer sentiment distribution.

Reading the Signal

Not every finding is a coaching topic for an agent. The same signal requires a different action depending on its source; to connect coaching output to the right place, the root cause of the finding is separated out.

Section 08

Are You Tracking Your Operation’s Quality?

How many of the 15 statements below can you make today?

• We know our coverage rate.
• Our criteria define observable behavior.
• We track critical errors separately from the weighted average.
• We have reviewed the form within the last 6 months.
• We know the score difference between evaluators in numbers.
• We hold regular coaching sessions for every agent.
• We record and follow up on coaching sessions.
• We have a defined process for agents to dispute their scores.
• We track improvement trends by criterion.
• We can see which agent struggles with which criterion.
• We derive root cause analysis from quality findings.
• We have measured the relationship between quality score and CSAT.
• Written channels are also within our quality scope.
• We measure outsourced teams with the same criteria set as internal teams.
• We regularly report quality findings outside the operation.

Next step

See It in Your Own Calls

This isn’t a case study; it’s your operation.

Only your own calls show which criterion is at what level in your operation and which agent struggles where.

AloTech CX Quality

• Every CallNot a sample: 100% full coverage.
• Consistent ResultsThe same criterion, the same standard on every call.
• Your Own CriteriaNo ready-made template; you write the form.
• Criterion and Agent BreakdownDrills down beneath the total score.
• Coaching RecommendationIt also writes what to do.
• Critical Errors Tracked SeparatelyConversations that hit an autofail don’t blend into the average.

AloTech is a cloud contact center infrastructure that brings voice and digital channels together with AI technologies on a single platform. According to the company’s public statements, it works with more than 700 organizations in Türkiye, serves in more than 60 countries and maintains a customer churn rate below 2%, which is considered low in the SaaS industry.

Questions

Frequently Asked Questions

The 8 most frequently asked questions when evaluating the solution.

1. Can We Define Our Own Quality Form?

   Yes. You set the criteria, descriptions, example sentences and score weights; you don’t have to fit a ready-made template.

2. Can We Update the Form Later?

   Yes. Criteria are updated from the form editing screen; new criteria can be added and existing ones changed or removed.

3. Can I Mark My Critical Criteria as Autofail?

   Yes. Autofail is a criterion flag that invalidates the whole call when it is skipped; instead of deducting points, it drops the score straight to zero. Items such as failing to read a mandatory disclosure or skipping identity verification are defined this way. Conversations that hit an autofail are reported separately from the weighted average and move to the top of the risky conversations list.

4. Can I Measure Agent Performance?

   Yes. For each agent, you see scores by criterion, resolution rate and customer sentiment distribution; agents are ranked by total score.

5. Can I Compare My Own Scores with AI Scores?

   Yes. On the dashboard, the quality score is tracked separately for AI and manual evaluation; the two results can be compared over the same period.

6. Does CX Quality Offer Coaching for My Agents?

   Yes. An overall assessment and coaching goal are generated for each agent; which behavior should change and how is written with call examples.

7. Can We See the Reasoning Behind the Score?

   Yes. The result of each criterion is shown together with the part of the conversation it is based on; no score is left without reasoning.

8. Can We Test with Our Own Calls?

   Yes. The demo process runs on your own recordings and your own criteria; you see the results before you decide.