Call quality control

What you're getting

You're moving more calls than your team can listen to, so most of what's actually happened never gets reviewed. You find out about the problems weeks later through payout discrepancies, if ever.

Kaliper gets the calls and runs them through AI analyzer. Every call ends up with a quality score, a conversion verdict, and a searchable transcript, generated automatically. You can also instruct AI to extract specific details from the call: Was the caller a real person? What service was requested? Who ended a call?

The system runs by itself, but you can drop into any call, override any verdict, and watch your traffic flow at a transparency level you’ve never seen before.

How it works

The whole process runs without any manual steps.

1. Kaliper receives the call data from your connected call tracking platform, including the recording

2. The recording is transcribed into text

3. AI extracts all the information you need from the transcript (using Detectors) and evaluates the findings based on the weights (configured in Scorecards).

   A Detector is an individual AI instruction. Detectors are plain-language prompts you can easily control, rearrange, and reuse across multiple Scorecards.

   A Scorecard is a set of Detectors that defines what a good call looks like. Kaliper automatically applies it to every call in a campaign or vertical. Think of it as a checklist. Several Scorecards may be applied to a specific call. For example, a general one, identifying fraud or robocalls, and a vertical-specific one, checking if the caller owns a house and made an appointment for roof repair.

4. Call Quality Control results are produced. See Scoring process to learn more.

   • QC Score (percentage): how well the call performed against all the Scorecards

   • QC PASS or FAIL: did the call pass a Threshold — the minimum score to pass

   • Detailed reasoning: every FAIL QC verdict and every Detector result comes with the reasoning behind it.

5. Conversion Detected flag is set. See Conversion tracking to learn more.

How to get set up

Step 1 — Detectors: apply pre-built or create your own

Start with the Detectors that matter most: key compliance statements, call outcome, conversion indicators. You don't need to build the entire library at once — start with five or six, get results, then expand.

→ Setting up Detectors

Step 2 — Scorecards: apply pre-built or create your own

Group your Detectors into a Scorecard, set the pass threshold, and assign it to the campaigns you want to cover. From this point on, every new call from those campaigns is scored automatically — no further action needed.

→ Setting up Scorecards

Step 3 — Monitor your calls

With scoring running, use the Phone calls page to filter and analyze your traffic.

→ Monitoring calls

Click any call to open the full detail window: recording, transcript and AI scoring results with reasoning.

→ Reviewing a call