A good client conversation can make a lasting difference. Clear answers, careful listening, and well explained next steps help clients understand their options and move forward with confidence.
For supervisors, reviewing those conversations raises important questions. Did staff cover the required topics? Were the next steps clear? Which calls need a closer look? Are the same issues showing up across the team?
We’re introducing formal Call Quality Management in the Client Management Application (CMA) to help agencies answer these questions through a consistent review process.
This feature brings together capabilities already found in CMA: call records, recordings, transcripts, AI analysis, access controls, and reporting. It adds a dedicated place to define quality standards, review findings, and track results over time.
CMA users may already recognize the foundation. Smart Notes introduced automatic notes from call transcripts, with options for custom prompts and agency workflows. Those prompts could also support quality reviews by checking whether certain topics were discussed, identifying missing steps, or providing feedback on a conversation.
Call Quality Management builds on that work. It gives those review activities a formal structure, with shared scorecards, clear results, supervisor decisions, and a review history.
An agency starts by creating a scorecard: a set of questions used to evaluate a call. Depending on the agency’s needs, those questions might include:
- Did the staff member explain the next steps?
- Was required information discussed?
- Were follow-up responsibilities made clear?
- Did the conversation include the agency’s required disclosures?
Each agency defines its own standards. Some items can carry more weight than others, and important issues can receive a separate critical flag. Different scorecards can apply to different teams, campaigns, or call directions.
Once a scorecard is published, that version stays attached to the calls evaluated under it. If an agency changes its standards later, supervisors can still see which rules were used for an earlier review.
After an eligible staff call has a ready transcript, CMA can evaluate it against the matching scorecard. The call can qualify even if it has not been linked to a client record.
Each item receives a result: Pass, Fail, Not applicable, or Unable to assess. CMA calculates the score from the applicable items and their weights. When the evidence is too limited to assess a required item, the call remains unscored.
Consider a call where a staff member explains which documents a client needs to send, but the transcript does not clearly identify who is speaking. CMA may find the relevant words while still marking a speaker dependent item as unable to assess. A supervisor can then review the recording, consider the context, and make a decision.
The review page brings the findings and transcript evidence together. Supervisors can highlight supporting excerpts, use available recording playback, and compare the original AI result with their own assessment.
When a supervisor changes an outcome, they provide an explanation. CMA preserves the original finding and adds the supervisor’s decision to the review history. A reviewer can also confirm that a call cannot be assessed and complete the review without assigning a score.
The Call Quality queue helps supervisors find calls that need attention. Filters make it easier to focus on a date range, staff member, agency, campaign, scorecard, or review status.
The dashboard provides a broader view. It distinguishes calls that were evaluated from calls that received a score and calls that received a supervisor review. It also shows critical findings, review progress, and common areas of difficulty. Score comparisons keep different scorecard versions separate and show how many calls contributed to each result.
Smart Notes continues to support client documentation. Call Quality Management adds dedicated quality records and a supervisor review process, while using the same call information already moving through CMA.
Access is limited to authorized users within their permitted scope. Agencies control their scorecards and activation, and can begin with a small group of calls to check that the results match their standards.
Contact Client Support Software to learn more about Call Quality Management, availability, configuration, and training.