Automated QA & Speech Analytics

Overview

What we deliver

We deploy speech and text analytics to score every interaction, surface compliance risks, and feed targeted coaching to agents and supervisors.

We help contact centers move beyond manual sample-based QA to full-coverage analytics across voice, chat, email, and social. Our team configures speech-to-text engines, evaluation forms, and category libraries that match your scripts, policies, and regulatory requirements. We connect transcripts to QA scoring, sentiment, and risk flags, so supervisors see what to coach and compliance leaders see what to escalate. We also build agent-facing dashboards that link scores to call examples, making feedback specific and fair. Beyond the technology, we run the QA operation: calibration sessions, dispute handling, trend reviews, and monthly business reviews. Our analysts translate signals into action plans that move first contact resolution, CSAT, and sales conversion. We refresh categories and scorecards as products and rules change, so the program keeps pace with your business and stays useful to frontline teams.

Fit Check

Built for teams like yours

Who it's for

BPO QA and compliance leaders
In-house contact centers
Financial services support teams
Healthcare member services
Outbound sales operations

Pain points we solve

Sample-based QA missing risks
Subjective scoring across evaluators
Slow detection of compliance breaches
Coaching disconnected from data
Limited insight into customer effort drivers

What's included

Capabilities

Everything we cover in this engagement.

Speech-to-text and transcription setup
Automated QA scorecards
Compliance and risk category libraries
Sentiment and customer effort scoring
Agent and supervisor dashboards
Calibration and dispute workflows
Root cause and trend analysis
Monthly business reviews

How we work

Our process

A clear, predictable path from kickoff to outcomes.

01

Baseline

We review existing QA forms, samples, and compliance rules.

02

Configure

We set up transcription, categories, and scorecards in your platform.

03

Calibrate

We align human and AI scoring through guided calibration sessions.

04

Operate

We run daily QA, coaching, and risk review with your supervisors.

05

Improve

We deliver monthly insights and refresh categories as needs change.

What you get

Deliverables & outcomes

What you get

Configured analytics platform
Automated scorecards and categories
Compliance risk dashboard
Agent coaching reports
Monthly trend and insight pack
QA calibration playbook

Outcomes you can expect

Full interaction coverage
Faster detection of compliance issues
More targeted agent coaching
Higher CSAT and FCR
Lower QA cost per evaluation

Timeline

6 to 12 weeks to live operations

Engagement

Monthly retainer, Project, Sprint

Tools we use

NICE, Verint, CallMiner, Observe.AI, Genesys, AWS Transcribe

KPIs we track

QA score, compliance breach rate, CSAT, FCR, coaching completion

Client stories

What clients say

"

Our SDRs were spending two hours a day copying lead data between Salesforce, Outreach, and a Google Sheet nobody owned. They mapped the whole flow, stitched it together in n8n, and added a dedupe step we did not even know we needed. Got 38 hours a week back across the team. The SDRs were the ones who pushed to expand it further.

Rebecca F.

"

We had 14 cornerstone pages stuck on page two for 18 months. Their SEO crew rewrote the internal linking, cleaned up our schema, and shipped 22 supporting briefs over a quarter. Eight of those pages broke top three by month five. Organic pipeline went from a trickle to our second-largest source. Felt like watching interest compound.

James T.

Proof