Setting up your company

About forty minutes for the first agent, including writing your scorecard, and a few minutes each for everybody after that. In the order you actually do it.

Before you start

Worth having to hand, because each one is a decision you will be asked to make:

The email addresses of the people you want to invite, and whether each is an agent or a reviewer.
A rough idea of what a good call sounds like on your team — four or five things you would listen for.
How many calls per agent you want reviewed in a period. Start smaller than feels right; see below.
Whether your agents call from computers, from handsets, or both.

Sign up with a work email and confirm it. That creates the company and makes you its owner. There is no card and no sales call: a trial runs for a set number of days and a set number of recorded calls, both shown on your Subscription page.

Your new company already has a starting scorecard and a sampling rule in it, so there is something to review against before you have written anything yourself. Both are meant to be edited.

Note

Use an address you will keep. The owner account is what everything else hangs off, and moving it later means an invitation and a handover rather than a setting.

2. Invite your people

Team

Add each person by email and choose their role. They get a link, set their own password, and that is the only way an account gets a password — Qualitify never emails a permanent one and you never hold one.

Sales agent: Makes calls and installs a recorder. Sees their own calls, scores and feedback, and nobody else’s.
Quality assurance reviewer: Works the review queue, scores calls and writes feedback. Does not install anything. Can also have their own calls reviewed if they take calls too.

You can add people at any time, so there is no need to wait until everyone is ready. Start with one agent and one reviewer — ideally yourself as the reviewer for the first week, so you see what reviewing actually feels like before asking somebody else to do it.

3. Get a recorder onto one device

Get the apps

Every signed-in person can download both recorders from Get the apps, so you are not emailing installers around. Pick one agent and one device to start with.

Calls from a computer → install the desktop app (Windows 10 or 11).
Calls from a handset → install the Android app (Android 11 or later), then grant its permissions.

The Android permissions are the step that stalls

There are seven prompts and one of them — call capture access — decides whether anything is recorded at all. An agent who says no to that will have calls listed with empty audio. Walk the first person through it rather than sending a link, then you will know what to tell the rest.

4. Make one test call

Thirty seconds to a colleague, on the device you have just set up. This is the step people skip and the one that saves a month.

Start the call and check the recording indicator appears.
Talk for half a minute. Say something you will recognise.
Hang up and wait a minute.
Open Calls in your dashboard. The call should be there, with the agent, the direction, the duration and a Source of Desktop or Mobile.
Play it back and listen to both sides.

If the call is listed but the recording is missing or silent, stop here and fix it before rolling out any further — the Android and desktop troubleshooting pages cover every cause we have seen.

5. Decide what a good call sounds like

QualityWhat counts as a good call

The starting scorecard is a reasonable guess about a sales call. Replace it with your own: four to six criteria, each weighted, written in the words your team already uses.

Writing criteria that work

Things a reviewer can hear. "Confirmed the delivery address" can be scored; "was professional" cannot be scored consistently by two people.
Few enough to hold in your head. Six is plenty; twelve means nobody reviews carefully.
Weighted by what actually matters to the outcome, not evenly out of politeness.
A critical failure for the one or two mistakes that should fail a call outright, whatever else went well.

Scorecards and criteria covers weights, critical failures and how a score is worked out.

6. Set how much gets reviewed

QualityHow much to review

A number per agent per period. The queue fills itself from the next shift onwards and spreads the sample across the team rather than taking whoever is easiest to review.

Start lower than you want to

Reviewing a call properly takes longer than people expect — you listen to most of it, score it, and write something useful. Four calls per agent per week that are genuinely reviewed are worth more than twenty that get skimmed, and a queue nobody can keep up with is the usual reason a quality programme quietly stops. You can raise it once you know how long a review really takes on your team.

Sampling and coverage explains how calls are chosen and how to read a run.

7. Review the first call yourself

Review queue

Do one, start to finish, before you ask a reviewer to do fifty. You will find out whether your criteria can actually be scored from a recording, which is the only test that matters, and you will usually rewrite two of them.

Scoring a call walks through the screen.

8. Check the settings that affect your team

Settings

Three of these change what other people can see, so they are worth a decision rather than a default:

Let employees replay their own call recordings: On, an agent can listen back to their own calls alongside the feedback. Most teams find this makes coaching land, because the agent hears the moment rather than reading about it.
Let QA reviewers see every call, not only assigned ones: Off, a reviewer only works their queue. On, they can go looking — useful for investigating a complaint, broader than some teams want.
Remind agents to disclose recording: Shows agents the Disclosure text you write, which the desktop app can type into a conversation for them. It never sends it.

9. Then roll out the rest

Now repeat steps 3 and 4 for everybody else. It is a few minutes per person and the failure modes are known, because you have already hit them once.

Tell your team before the recorders arrive rather than after. A recorder discovered on a phone is a different conversation from one that was explained, and the product is built to make the explained version easy — the indicator, the notification and the disclosure text all exist for that.