Every call transcribed, scored against your quality template and marked from 0 to 10. With the reason, the outcome and the promises made, in one line. Your quality team stops picking samples and starts fixing causes.
«Le llamamos mañana antes de las 12» · contrastado con el procedimiento de incidencias
Every call, with speakers separated, plus live transcription during the call.
Sections with their question, their type and their weight, configurable per operation. Every organisation starts with a template ready to use: reason, identification, manner, resolution, commitments, escalation, final state…
Normalised by weights, with each section's score and the reason behind it.
«Did they apply the returns procedure?» is answered against the written procedure, not against whatever a model finds reasonable.
Summary, reason, final state, promises made and escalation flag on every call, without having to read the transcript.
Whatever each customer needs pulled out of every call: product, amount, reference, whatever it is.
Volume, answered and missed, minutes, average duration, average score, split by channel, by service and by disposition. Computed when you ask: two screens never disagree.
At close, with their own link and the answer attached to the case.
The whole argument fits in one sentence: today quality is measured on 2-5 % of calls, picked with no criteria, by people who could be fixing the operation instead of filling in a sheet. With full coverage, the manager stops arguing about whether the case was representative.
A straight conversation about your volume, your channels and where to start. No generic proposal.