The supervisor listens to a few calls at random, writes notes in a spreadsheet, and the agent hears about the score a month later without understanding why. As the team grows, nobody can listen to every call, and critical mistakes, such as wrong pricing information or an impolite tone, slip through unnoticed.
Klamna Quality Management turns evaluation into an organised, fair process tied to the call itself.
Scorecards built for your work
Design scorecards with the items that matter to you: greeting, understanding the request, accuracy, closing... each with its own weight, and mark critical items whose failure alone affects the score.
Evaluation linked to the interaction
Evaluations are done with the call recording and customer details in front of you, so the score is based on what actually happened, not on memory.
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 tool for growth, not punishment.
Clear quality reports
Quality reports show the average per agent and team and the items where mistakes repeat, so you know what to train on.
AI quality
With the AI add-on (on your company's own OpenAI account):
- Scorecards filled automatically with quotes from the call as evidence for each score, so supervisors review and approve instead of listening from scratch.
- Alerts on critical failures as soon as they are detected.
- Coaching notes for each agent based on their real calls.
- Call summary, customer sentiment and agent attitude.
Supervisors present during the call
From the call center, supervisors can listen to a live call, whisper to the agent or barge in when needed. With call recording backup, recordings are also kept on your own storage.
Examples from the Egyptian market
- An insurance company or bank that must make sure agents state the required terms and disclosures on every call.
- A customer-service center for a delivery company measuring how agents handle complaints.
- A real-estate sales team reviewing how projects are presented to leads.
Get started in a few steps
- Design your first scorecard.
- Mark the critical items.
- Start evaluating calls from the log, or switch on AI scoring.
- Review the reports with your team every week.
Why Klamna?
Because quality lives inside the same platform: the recording, the call, the customer record and the evaluation in one place, in a full Arabic interface, with no separate tools.
Start a free trial and design your first scorecard today.