Call quality control: criteria and launch
How to set criteria for scoring calls and messages, run calibration and decide the role of AI in quality control
Call quality control starts with shared criteria and calibrated scoring. An automatic ranking of managers is not the first step. In the AKORDO catalogue, an AI expert analyses calls and messages, costs $1,300-2,700 and takes an indicative 2-4 weeks to launch. AI takes over repetitive work, while decisions that need a live review stay with the team.
Conversation quality and the sales outcome
Separate two questions: what the manager did in the conversation and how the deal ended. A client may not buy after a good conversation, or may buy despite a weak clarification of their need.
First define what the team checks in a conversation. A working list may include clarifying the need, qualifying the enquiry, handling objections and agreeing the next step. In the AKORDO catalogue, communication standards include scenarios for calls, messengers and email, qualification, objections and a sales playbook.
For each criterion, describe the observation that confirms it. A phrase like "handled the conversation well" is hard to apply in training. A question such as "was the next step agreed" is easy to review against an example recording.
Criteria the team can check
Take these questions as the basis for your criteria and adapt them to the types of enquiries your team handles.
| Part of the conversation | Question about the material | What to discuss with the manager |
|---|---|---|
| Need | Which clarifying questions helped understand the client’s task? | What information was missing for the next step |
| Qualification | Is there enough data to choose the right scenario? | How the team decides on further work |
| Explanation | Is the offer linked to the need the client voiced? | Which wording was clear to the client |
| Objections | Did the manager clarify the reason for the doubt? | Which scenario is worth refining |
| Agreement | Are the next action and the person responsible defined? | What should be recorded after the contact |
A first conversation, a repeat contact and working through a complex issue have different tasks. Before you set identical requirements for them, make sure you can explain why.
Choosing material and calibration
Before scoring, agree which calls and messages you review and what conclusions you draw from them. Mark the enquiry type, the stage of work and the context available to the manager, so that different situations do not get mixed in one overall ranking.
A convenient way to run calibration is a joint review of one piece of material: participants score it against the agreed criteria, compare their reasoning and refine the rules where scores diverge. Agree the frequency, the choice of material and the people responsible to fit the team’s process.
End each review with a specific action: refine a scenario, add to a CRM rule, practise handling an objection or return to a criterion’s definition. The percentage of a formal checklist completed will not tell you what to change in the work.
Where AI helps the team
The AKORDO catalogue has a separate service, the AI quality control expert for calls and messages. It is designed for the situation where the head of sales does not listen to every call. Before launch, you agree the scope of analysis, material sources, criteria and review procedure.
Put three questions into the specification: what conclusion the system suggests, what a person checks and where a disputed case is passed on. Trust an automatic conclusion only when you can go back to the recording of the conversation and the agreed criterion.
Under the catalogue’s principle, an AI manager takes repetitive questions off the team and passes to a person whatever needs a live decision. In quality control, the agreed process spells out the human role in the same way.
The article on AI agents for business provides context for a separate discussion of such scenarios. The AKORDO partnerships page lists an official partnership with Ringostat. The stack for a specific project is agreed separately.
What the cases confirm
The case on contact centre quality control for a medical network describes a full cycle of communication scripts, a call scoring system, regular manager calibration, training built on the analysis of communications and service quality standards.
This case shows the scope of work on communication quality. It names no AI platform or telephony vendor and gives no numeric result.
The case on sales control in B2B manufacturing covers KPI analysis, management reporting, plan tracking and evaluation of manager performance. It deals with management control and is not evidence that AI call analysis was used.
The case on a sales department for a brand with seasonal demand describes CRM, KPIs, training and communications and shows how working rules combine with management control. This case does not mention AI call analysis either.
Budget and questions before you start
According to the AKORDO service catalogue:
| Work | Indicative cost | Indicative timeline |
|---|---|---|
| AI quality control expert for calls and messages | $1,300-2,700 | 2-4 weeks |
| Sales communication standards | $600-900 | 2-3 weeks |
| Sales department systematisation and development | $1,600-3,300 | After consultation |
AKORDO quotes the exact amount after a free consultation. Licences, API, hosting and telephony are paid for by the client separately. Timelines are indicative and are not contractual.
Does AI replace the head of sales or a trainer?
No, the catalogue does not promise such a replacement. Before launch, define which repetitive tasks are handed to the system and which conclusions a person reviews.
Can you start with standards without AI?
Yes, communication standards are a separate service in the catalogue. The order of work is set after a review of your current process.
What result should be agreed?
Before starting, describe the scoring criteria, working scenarios, calibration procedure and the team’s actions after a review. The catalogue gives no numeric commercial guarantee.
Discuss your task through the AI quality control for calls and chats service or a free AKORDO consultation.