UC-313
Full-Coverage Call Analytics & Quality Score
Transcribes and understands every recorded customer call in its own language, then reports what is really driving the floor's outcomes.
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The Challenge
Supervisors can only listen back to a handful of calls, so the floor is steered from a sample of a few per cent. Why customers stay, leave or object is inferred from anecdote rather than counted.
How It Works
- Ingests recorded calls, dialler logs and the related records, across regional languages.
- Scores each call for sentiment, topic, objection and conduct, then clusters across the floor.
- Delivers a daily floor report with click-down to any call, plus agent and campaign scorecards.
What It Removes
- Call review limited to a hand-picked sample
- Manual supervisor listening on every review
- Objection and complaint themes counted by hand
Input Data RequirementsCall recordings, dialler and telephony logs, customer and account records, language-by-region mapping
Output FormatDaily and weekly floor report, quality score per call with exceptions flagged, agent and campaign scorecards, searchable call archive
“Every call is understood and counted, so what we change on the floor is decided by evidence not by the calls we happened to hear.”