AI call QA for e-commerce support call centers

E-commerce support is high volume and repetitive: where is my order, return, refund, wrong item. The calls are short, the customers are often upset, and a sample of a few calls per agent says little about what is really happening. CallPulse scores every call, so you see both agent quality and the issues customers keep calling about.

What goes wrong when only a sample is reviewed

• A bad pattern on a single product or courier lane shows up only after complaints pile up.
• Agents who read the policy correctly sound very different from agents who do not, and a sample misses the gap.
• Calls in Hindi, English and Hinglish are scored inconsistently when different reviewers listen.
• Return and refund calls need the right process steps every time, and manual checks skip most of them.

How CallPulse helps

1. Your rubric, every call. Greeting, issue understanding, correct policy, ownership, resolution, closing. Fatal criteria such as wrong refund promise are flagged separately from the score.
2. Hindi, English and Hinglish. Calls are transcribed and scored in the language the customer used.
3. Top defects first. See the most common failure types by agent, team and queue.
4. Captured fields. Call outcomes are captured on every call so QA and operations share one record.
5. Voice and WhatsApp on one rubric. Where support runs across calls and WhatsApp, score both with the same scorecard. See WhatsApp contact center QA.

From QA to coaching

• Reviewers open flagged calls on a turn-by-turn timeline instead of listening to whole calls.
• Coaching notes point to the exact moment and criterion.
• Teams compare like with like, since every call is scored on the same rubric.

Where AI voice agents fit

First-line calls such as order status can run on Qualia Voice, with a warm handoff to a human when the customer needs one. The human picks up with the transcript and captured fields already filled. See AI voice agent human handoff.

FAQ

Can we score calls against our existing e-commerce scorecard?

Yes. You define criteria, weights and fatal checks, and CallPulse scores against them.

Does it work for Hinglish calls?

Yes. CallPulse supports Hindi, English and Hinglish.

Will it work with our current CRM and dialer?

CallPulse works with your existing telephony setup. You keep the systems your team already knows.

Can the same scorecard cover AI voice agents and human agents?

Yes. One framework can score both. See same scorecard for human and AI voice agents.

How do we start?

Share a scorecard and a set of recorded calls, and book a live demo.