How can every conversation be scored?

Calls are transcribed and, with chats and emails, evaluated automatically against your scorecard. Because it is automated, coverage scales to 100% of conversations rather than a manual sample.

Do we keep our existing scorecard?

Yes. Your current quality criteria become the evaluation questions, so the programme you already run is applied consistently and at full scale.

Is each score auditable?

Every evaluation is presented next to the transcript and, for calls, the time-aligned audio, so any result can be checked against exactly what was said. Reviewers can add comments too.

Automatic quality scoring

Evaluate every conversation against your criteria, not a 1–2% sample.

Traditional quality assurance reviews a handful of calls per agent each month — often around 1% of the total. It satisfies a compliance box, but it is too small a sample to coach fairly, catch risks early, or judge quality across the whole operation.

Automatic quality scoring removes the sampling limit. Feelingstream evaluates every call, chat and email against your criteria, so QA is complete, fair and free of blind spots.

Your scorecard, applied to everything

The checks a manual reviewer would make — identity verification, mandatory disclosures, tone, correct process, resolution — become the questions the platform evaluates against, on every conversation. The programme you already run, simply applied at full scale.

Evidence, not a black box

Each evaluation sits next to the transcript and time-aligned audio, so any result can be traced back to what was actually said. Reviewers add comments where human judgement matters, keeping people in the loop for the nuanced calls while automation covers the volume.

From scores to improvement

Full coverage changes what QA can do:

Score every conversation instead of a sample
Coach on evidence, not cherry-picked calls
Prove compliance and script adherence across regulated interactions

Where to go next

Pillar guide: Automated call-centre quality assurance
How it works: Inside an automated quality evaluation
Related use case: Score every conversation

Want to score every conversation against your own scorecard? Book a demo.

Frequently asked questions

How can every conversation be scored?: Calls are transcribed and, with chats and emails, evaluated automatically against your scorecard. Because it is automated, coverage scales to 100% of conversations rather than a manual sample.
Do we keep our existing scorecard?: Yes. Your current quality criteria become the evaluation questions, so the programme you already run is applied consistently and at full scale.
Is each score auditable?: Every evaluation is presented next to the transcript and, for calls, the time-aligned audio, so any result can be checked against exactly what was said. Reviewers can add comments too.