Every customer service manager knows the problem: thousands of calls and chats, and one supervisor listening to a small random sample. Scoring becomes subjective, agents don't know why they lost points, and critical failures, such as a wrong promise or an unacceptable tone, only surface when the customer complains.
Klamna Quality turns evaluation from personal judgement into a clear, fair and measurable process.
Scorecards built for your work
Design scorecards with the criteria that matter to you: greeting, understanding the request, accuracy, following procedures, closing. Weight each criterion and mark the critical ones that affect the whole score.
Evaluation linked to the interaction
The supervisor opens the evaluation with the call recording from the call center or the chat transcript from the omnichannel inbox right there, and fills in the scorecard while listening. No switching systems, no side spreadsheets.
Fair to agents
- Agents see their evaluation and acknowledge it.
- If they disagree, they can dispute it and explain, and the supervisor reviews.
- Evaluation becomes a conversation about improvement, not a punishment.
Clear quality reports
Quality reports show the average score for every agent and team and the criteria where mistakes repeat, so you know where to focus training. Together with wrap-up codes and customer satisfaction surveys, you get the full picture: what customers say and what evaluators see.
Quality AI
With the AI add-on, recorded calls are transcribed and analysed:
- Scorecards filled in automatically, with evidence quotes from the call for every score, so supervisors review and approve instead of listening from scratch.
- Alerts on critical failures as soon as they are found.
- Coaching notes for every agent based on their actual calls.
- A call summary, customer sentiment and an assessment of agent attitude.
AI runs on your own OpenAI account, so the cost stays under your control.
Supervisors present during the call
Quality is not only after the call: supervisors can listen to a live call, whisper guidance to the agent without the customer hearing, or barge in when needed. Team leaders follow only their own team, according to their permissions.
Get started in a few steps
- Create your first scorecard with five to ten clear criteria.
- Mark the critical criteria.
- Score a sample of calls manually to calibrate the team.
- Turn on Quality AI to cover many more calls.
Who is it for?
- Contact centers and customer service teams with QA staff.
- Companies measuring the performance of phone sales teams.
- Organisations with procedures agents must follow on every call.
Why Klamna?
Because quality lives in the same system as your calls, recordings, chats and agents, so there is nothing to export or import. Start manually and add AI when you are ready. Quality is an add-on you switch on when you need it.
Start a free trial and build your team's first scorecard today.