Evaluate every customer conversation using consistent criteria—without sampling, subjective review, or delayed insight.
Quality Measurement is a core capability of Chordia’s Customer Conversations Operating System, which evaluates every interaction as part of a complete conversation—so quality, compliance, and customer signals are understood together, not in isolation.
Surveys and dashboards reflect what customers remember, not what they experience.
Sampled QA shows patterns in hindsight, but misses what actually happens in the moment.
Real quality issues surface inside full conversations—where hesitation, confusion, and breakdowns first appear.
Instead of reviewing a small sample of calls, quality can be measured consistently across every interaction—using your criteria and evidence from the conversation.
Define what “good” looks like for your operation before evaluation begins.
Greeting, discovery, compliance steps, empathy, resolution, and closing should be explicit and shared across teams so quality is measured consistently—not interpreted differently by each reviewer.
Quality scores only matter when they can be traced back to the conversation itself.
Each evaluation should reference specific quotes and timestamps so feedback is grounded in what was said and when, making coaching clearer and disagreements easier to resolve.
Quality monitoring is only valuable if it changes behavior and outcomes.
The output should surface patterns, highlight coaching opportunities, and make it easier for teams to improve—without adding manual review or administrative overhead.
A small sample of calls is reviewed after the fact.
Coverage is incomplete, feedback arrives late, and results often depend on who reviewed the call.
• Sample-based visibility
• Subjective interpretation
• Slow coaching loop
Every call can be evaluated using the same criteria—not just a small sample.
This removes blind spots and ensures quality measurement reflects what actually happens across the operation.
Each evaluation is grounded in evidence—quotes and timestamps tied to the conversation itself—making coaching easier to deliver and decisions easier to defend.
• Consistent criteria
• Evidence in context
• Faster improvement cycles
Chordia evaluates 100% of conversations against your quality standards, delivering objective insight without manual reviews.
If you want to see how AI call quality monitoring fits into your operation—and what changes when every call is visible—we can walk through it using your criteria and real examples.
