Analyze, Rate, and Improve Every Conversation with Call Scoring
Get instant AI-powered scores on every call. Quickly evaluate agent performance across skills, playbook alignment, and compliance—or any criteria you choose.
- Save hours on manual reviews.
- your team’s strengths and gaps.
- Turn feedback into better coaching.
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AI Call Scoring
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Turn Scores into Satisfaction
Great calls don’t happen by chance—they’re coached. By giving managers the right insights, AI Call Scoring helps agents improve faster and bring their A-game to every conversation.
And guess what? When performance improves, customers notice. Clearer communication, faster resolutions, and genuine empathy turn routine interactions into lasting impressions—and better experiences.
Let the Talk Lead Your Strategy
AI call scoring goes beyond individual performance. It captures what’s happening on the battlefield across different teams.
Those real-world insights can drive data-backed decisions that impact the entire company. From refining playbooks to improving processes, call scoring helps you turn daily conversations into a roadmap for long-term business growth.
How to Set Up Call Scoring in CloudTalk
- First, make sure the AI Conversation Intelligence package is active on your CloudTalk plan.
- Go to Account Settings → AI Conversation Intelligence (top menu).
- Scroll to the Call Scoring card and click Edit scoring template.
- Edit categories and add/remove/edit questions to match your QA style
- Click Save. Now, the scorecards will be aligned with what/how you want them scored.
Features
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Call Transcription
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Talk/Listen Ratio
Track the Talk/Listen Ratio to provide data-backed feedback and enhance CX.
AI Call Scoring—Everything You Need to Know
What AI Call Scoring Is
AI Call Scoring is the process of using artificial intelligence to automatically evaluate and rate customer calls. It analyzes key elements—like tone, script adherence, empathy, and compliance—to assess agent performance and call quality at scale.
- Replaces manual QA with automated, objective scoring
- Provides consistent, data-backed insights
- Identifies what drives success (and what holds it back)
Why AI Call Scoring Matters
Manual call reviews can’t keep up with modern call volumes. AI call scoring tools give teams full visibility into performance—across every agent and every conversation.
- Speeds up evaluation and feedback cycles
- Reveals performance trends and coaching needs
- Improves customer experience through better conversations
This impact is clear at Aspire’s Customer Care Team. With CloudTalk’s AI Conversation Intelligence, they’ve unlocked new levels of speed and insight. Their QA process is now 30–50% faster, thanks to AI-driven analytics that replace tedious manual reviews.
How AI Call Scoring Works
Call scoring software reads call transcripts and analyzes them against the criteria you set in a scorecard for what success looks like.
- Transcribes and interprets voice interactions
- Measures tone, sentiment, and compliance
- Compares agent behavior to your playbook or KPIs
- Generates automatic scores and recommendations
CloudTalk’s AI uses advanced speech analytics to deliver accurate, scalable evaluations—so managers can coach faster and smarter.
Metrics Used in AI Call Scoring
AI call scoring software evaluates multiple quantitative and qualitative indicators to capture both performance and experience.
- Sentiment Analysis: Detects emotional tone of the conversation
- Playbook Adherence: Measures how closely agents follow guidelines
- Resolution Quality: Assesses if and how effectively issues were solved
- Response Accuracy: Checks for correct and complete answers
The Most Important Call Scoring KPIs You Should Track
Tracking the right metrics ensures scoring aligns with your goals.
- CSAT (Customer Satisfaction): Reflects service quality and perception
- First Call Resolution (FCR): Shows efficiency in solving issues
- Average Handling Time (AHT): Measures call efficiency
- Conversion Rate: Evaluates sales effectiveness
These KPIs, when tracked through AI, help teams connect call quality to tangible business outcomes.
Languages Supported by AI Call Scoring
Modern AI call-scoring models support multiple languages. CloudTalk’s, for example, can analyze conversations in 50+ languages, including 5 of the major languages: English, German, Portuguese, Spanish and French.
Who Can Benefit from AI Call Scoring
AI Call Scoring brings value to any team that interacts with customers or prospects.
- Sales Teams: Identify winning talk tracks and coach to improve conversion
- Customer Support: Maintain consistent, high-quality service
- Quality Assurance and Enablement: Automate reviews and ensure fairness
- IT & Operations: Align agent performance with business KPIs
The Key Benefits of AI Call Scoring
AI calling platforms with call scoring save time, drive performance, and improve customer experience through actionable insights.
- Save hours of manual review time through automation
- Ensure consistent, unbiased evaluation for every call
- Boost coaching effectiveness with data-backed feedback
- Enhance customer satisfaction by improving communication quality
- Drive business growth through better performance visibility
The benefits are tangible. At My Mortgage Finder, refund disputes used to require hours of manual listening to pinpoint what went wrong. With CloudTalk, the process is now instant—AI highlights issues automatically and has reduced their workload by 50%.
5 Practical Tips to Get the Most Out of Call Scoring
- Define clear criteria. Align your scoring template with business goals.
- Combine AI insights with human judgment. Use data to guide, not replace, coaching.
- Regularly review trends. Identify emerging strengths and weak spots.
- Tailor coaching sessions. Focus on actionable insights, not raw scores.
- Continuously refine templates. Keep evaluation aligned with changing priorities.
How Managers Use AI Call Scoring to Boost Sales Performance
Sales managers leverage call center call scoring to build smarter, more consistent teams.
- Identify top performers and replicate their approaches
- Detect common pitfalls and coach effectively
- Measure how conversations align with playbooks
- Track improvements over time using real data
By turning every call into insight, managers move from reactive coaching to proactive performance optimization.
How CloudTalk’s AI Call Scoring Feature Works
CloudTalk’s conversation AI call scoring automates the entire review process, making every call score accurate, consistent, and data-driven.
- Automated Analysis: Reviews every call using predefined QA templates
- Custom Scoring: Lets teams adjust categories, questions, and metrics
- Instant Feedback: Delivers insights to managers right after the call
Learn more about how it works behind the scenes.
Frequently asked questions
Everything you need to know about the product and billing.
What is an agent effort score?
It measures how much effort an agent puts into resolving a customer’s issue, considering communication clarity, persistence, and effectiveness during the call.
What metrics are analyzed for scoring calls?
You can define your scorecard to match your own criteria and success metrics. Usually, it assesses sentiment, script adherence, response accuracy, and resolution success to evaluate overall call quality and agent performance.
What are some common call-scoring KPIs?
Key KPIs you should track include Customer Satisfaction (CSAT), First-Call Resolution (FCR), Average Handling Time (AHT), and compliance or playbook adherence.
What is an agent quality score?
It’s a composite rating that reflects how well an agent follows processes, communicates with customers, and resolves issues according to company standards.
How can I improve my call center score?
Use AI call scoring insights to coach agents, refine scripts, track key KPIs, and reward consistent improvement through targeted feedback and regular training.
What is the 80/20 rule in a call center?
It’s a service level target where 80% of incoming calls are answered within 20 seconds—used as a call center best practice and to improve overall call handling efficiency.
Why is it called a scoring position?
Because each call or interaction is “scored” based on specific criteria, turning subjective evaluations into measurable, standardized performance metrics
What is the best call scoring software for call centers?
CloudTalk is the best call scoring software because it combines accuracy, automation, and ease of use. It checks these boxes while offering customizable scoring templates for any team.
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