2% scored, 98% assumed
Manual QA covers a sample. The complaint that became a churned customer, the compliance line that was skipped, the upsell that was never offered — statistically invisible.
Platform · Quality management
Call center quality assurance on 100% of calls — your scorecard, scored by AI, with the accuracy shown for every point.
A QA team scores a few calls per agent per month and calls it quality. Ender Turing scores every call, chat and email on the scorecard you already use, shows how often the AI agrees with your own reviewers on each criterion — typically 95%+ — and improves the definitions from their reviews. Reviewers calibrate; nobody writes prompts.
The problem
Call center quality assurance was built around sampling — because scoring everything was impossible.
Scores nobody trusts
Two reviewers, two scores for the same call. Agents dispute, managers arbitrate, and the scorecard becomes a negotiation instead of a standard.
Findings that never reach the floor
The review lives in a spreadsheet; the coaching session is next month. By then the behavior has repeated a hundred times.
What you get
Every function below is documented — the link on each card is the guide.
Standard templates for your case are installed on sign-up; everything here works on the free plan.
Your scorecard, on every conversation
Build the rubric from scratch, copy one, or import the Excel scorecard you use today: categories, points, partial and critical scoring. Mark it Automated and AutoQA answers every point on 100% of calls, chats and emails — the same rubric your reviewers read.
Accuracy measured, per point, against your reviewers
Scorecard accuracy is shown for the whole card and for each point — how often AutoQA agreed with human-validated reviews. Typically 95%+. The improvement workflow builds calibration evidence from reviews, runs AI improvements and activates the better version, without changing the business wording reviewers read.
Required lines and compliance, scored 0–100% per call
Compliance rules define the phrases that must be said — disclosures, identification, closing lines — and produce a per-call script-adherence score, highlighted in the transcript, filterable and reportable.
Review queues, comments, disputes
To Do holds the review queue: active, completed and excluded reviews, by task type and reviewer, reassignable. Reviewers score, comment and mention teammates in the transcript; agents see their scores and can dispute a point — the reviewer approves, voids or partially approves.
Automations that act on the score
Enders turn a rule into an action: run AutoQA on a segment, add a low-scoring call to a reviewer's queue, notify a manager when a critical point fails, set a topic. In-app and by email, without anyone watching a dashboard.
From the score to the next call
Each agent's own dashboard shows their scores, reviewed conversations and training assignments. Playlists collect the calls to learn from; training plans and quizzes turn a finding into a skill. Dashboards and C-level boards put quality next to volume for the manager and the executive.
Numbers we've helped customers move
What changes when every conversation is analyzed.
- 100%Calls automatically scored (vs. 3–5% manual baseline)Quality coverage
- +19%Average lift in customer satisfactionCSAT
- −15%Reduction in average handle timeAHT
- 68hQA hours saved per specialist per monthProductivity
Averages across our contact-center deployments — each customer's own numbers are in the case studies. Case studies →
In the product
What a manager sees.
Product screenshots — dashboards and analyses from the platform, not illustrations.
From analytics to action
The score is the beginning of quality management, not the end.
Coach from the calls that scored
Playlists, training plans, quizzes and each agent's own dashboard — the score becomes next week's behavior.
Help the agent during the call
Ender Assist puts the right script or reminder on the agent's screen while the customer is still talking — the same criteria, before the score exists.
See why the score moved
Topics, funnels, metrics and executive boards on 100% of conversations — the analytics behind the quality trend.
Quality management FAQ
What contact centers ask before choosing call center QA software.
What is call center quality assurance software?
Software that evaluates customer conversations against a scorecard — greeting, identification, problem solving, compliance lines, closing — and turns the results into scores, trends and coaching. Traditionally a QA team scored a sample by hand; AI quality assurance software scores every conversation automatically and leaves the humans to calibrate, dispute and coach.
How accurate is automated QA scoring?
Typically 95%+ agreement with your own reviewers on automated scorecards — and you do not have to take that on trust: Ender Turing shows the accuracy for the whole scorecard and for every point, based on human-validated reviews, and the accuracy-improvement workflow raises it from those reviews. Human work on scorecard descriptions is minimal to none; reviewers calibrate, they do not write prompts.
Can we use our own scorecard?
Yes. Import the Excel scorecard you use today, copy a template from the library, or build one from scratch — categories, points, partial and critical scoring. Mark it Automated and AutoQA scores every conversation on it; your reviewers keep scoring on the same rubric for calibration.
Does it replace our QA team?
It replaces the sampling, not the judgment. AutoQA scores 100% of conversations; reviewers spend their time on the calls that need a human — disputes, critical failures, calibration — and on coaching. Most teams keep the same reviewers and cover fifty times more conversations.
Can agents see and dispute their scores?
Yes. Each agent has a personal dashboard with their scores, reviewed conversations and training assignments, and can dispute a scored point; the original reviewer approves, voids or partially approves the dispute. Scores become a conversation about a specific call, not an argument about a spreadsheet.
What about chats and emails?
The same scorecards score calls, chats and emails, so a support team's quality is one number across channels, and a customer who called and then wrote appears as one case.
How do we stop quality problems from repeating?
Enders — rule-based automations — add a failing call to a reviewer's queue, notify the manager on a critical point, or set a topic, the moment it happens. Playlists and training plans turn the pattern into a skill; Ender Assist, a separate product, shows the agent the right line during the next call.
How is this different from Verint, NICE, CallMiner or Level AI quality management?
Three things to check: a free plan and transparent per-seat pricing rather than an enterprise quote; the accuracy of the automated score shown per point against your own reviewers, not a vendor benchmark; and a read-only connection to the platform you already run, with the browser extension where the platform does not record. It works in any language.
How long does setup take?
Standard scorecards and templates for your case are installed on sign-up; connect a platform or upload recordings and the first conversations come back scored the same day. Calibration takes a few review sessions, and the accuracy is visible while it happens.
Is there a free plan?
Yes, with no expiry: up to 5 agents, 200 calls per agent a month, calls up to 10 minutes, with the standard scorecards. Team is $39 per agent per month with no limits; Business adds executive boards, scheduled reports, connectors and implementation engineers.
Security, hosting regions, sub-processors and response times are documented on the Data Security page; SOC 2 Type II examination completed.
Free for up to 5 agents
Score every call this week — on your scorecard, with the accuracy in front of you.
Sign up, import your scorecard or take a template, connect a platform or upload recordings — the first conversations come back scored the same day.