Call quality done in seconds, with AI.

Harness the full potential of AI-driven language models to revolutionize call quality, streamline agent assessments, and create outstanding customer experiences.

Three call centre agents at a desk with headsets and laptops, a GDPR certificate on the wall

1. Select Files

Choose up to twenty call transcripts to assess at the same time. as .txt, .vtt or .docx.

2. Download Report

The magic of AI will analyse the call structure, agent knowledge, the customer experience in seconds.

3. Improve Service

Now that analysis takes only minutes you can use your resources and time for staff feedback and coaching.

Paste or drop call transcripts here Up to 20 calls. Type or paste the text, or drop files (.txt, .vtt, .docx). Head each call "Call 1:", "Call 2:" to enter several at once.
Scoring rules used

1. Branded Introduction

Positive welcome, brand, agent first name, offer to help. Missing 1: 6/10. Missing 2: 4/10. Missing 3: 2/10. Missing 4: 0/10.

2. Take Ownership

Agent restates the request before resolving it. No paraphrase: 4/10. Inaccurate at first attempt: 6/10. On a simple request the paraphrase can sit inside the action.

3. GDPR

Two unrelated identifiers from the customer. First name does not count. Agent must not supply details for the customer. Pass 10, fail 0. A fail sets the whole call to 0/10. Not applicable when no account is accessed.

4. Accurate Resolution

The agent's actions are listed in order. The manager ticks each one confirmed and submits the review. Scored by number confirmed: 1 of 1 is 10/10, 1 of 3 is 3/10.

5. Resolution Check

"[First name], is there anything else I can help you with today?" With name 10, without name 5, not asked 0.

6. Branded Exit

Thanks and company name 10. Exit without the company name 5. No exit 0.

QAscore version 4