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The back room

Your agent swears they read the disclosure. The customer swears they did not. A folder of wavs is a prayer. A waveform with a transcript you can search, in a language you do not speak, with a timestamp you can press play on, is a document. I built the second one. Recording a call is easy. Finding the damn line is the job.

  • Waveform and transcript locked together. Click the line, hear the line.
  • Translation for the reviewer who does not speak the desk's language.
  • Ask-a-Call answers with a timestamp attached. No citation, no answer.
  • Rubrics you edit. A person confirms anything that hits a record.
Keep the tape

Hear

Click the line they swore they said. The audio jumps there. Dead air and crosstalk show up before you waste a play hunting.

Waveform and transcript in step
The document is the pair. A wav with no words is how a dispute turns into two stories and no proof.
Translation
Multilingual floors get the words in the language spoken and a translation for the reviewer who does not speak it. QA that stops at the language the managers happen to know is not QA.
Search by spoken words
Find the calls where a promise, a price, a disclosure or a competitor's name was actually said. Across the account. Not in the one call somebody remembered.
Summaries, outcomes, tags
Each call carries a summary, a disposition, tags, talk ratio and dead air, so two thousand calls is a filter, not a dare.

Find

Ask-a-Call answers questions about one conversation and ties every answer to the timestamp it came from. The citation is the point. An answer you cannot check is a rumour with nicer type.

Ask whether the disclosure was read. Ask what objection the customer actually raised. Ask what the agent promised about timing. Ask whether a price was quoted. You get an answer with the moment attached, so a supervisor can hear it in four seconds instead of hunting for forty minutes.

Prove

Both fail the same way when a bank or a regulator asks. A score attached to the evidence it came from is the only thing that survives that conversation.

  • Editable rubrics

    Build the scorecard your sector and your risk actually need. Change it when the rules change. Do not live inside someone else's idea of a good call.

  • Customer scripts

    Hold the approved script next to the call so 'did they follow it' has an answer instead of an argument in the stairwell.

  • Required disclosures and banned phrases

    Flag a missing required line. Flag a phrase you banned. Automated review proposes. An authorised manager confirms anything with a consequence.

  • QA coverage

    What share of calls, agents and campaigns actually got reviewed. That number tells you whether the programme is real or a poster in the break room.

The owner's number

Productivity, conversion and revenue analytics run off the same records as the QA scores. The fight in the office and the fight in the board packet stop being two different weeks.

  • Productivity

    The leaderboard is a score. Talk time, wrap, dead air and the outcome mix tell you whether that score is a closer or a person hiding in wrap.

  • Conversion and revenue

    Outcomes through to first-time deposit and redeposit confirmation, attributed by campaign, team and agent. Confirmation of a consequential outcome stays human. A model does not quietly tick a deposit.

  • Heatmaps and goals

    When the market answers, when it converts, how the floor sits against the number. Shift planning stops being folklore.

  • Coaching that closes

    Text coaching drafts from the actual call. The queue makes it a task. The next review shows whether it did anything.

Questions

Do you trust the model automatically?
No. Automated review, drafted scores and suggested coaching are proposals. Anything consequential (a score on an agent's record, a confirmed deposit outcome) is confirmed by an authorised manager. That boundary is deliberate. You cannot configure it away.
Which languages do you transcribe?
Transcription and translation cover the languages our multilingual floors actually run. The set is not identical for every language pair. Tell us the languages on your floor and we will tell you what quality looks like for those before you hang a QA programme on them.
Can I export recordings and transcripts?
Yes. Recordings and call records come out through the portal and the API, including cost and recording endpoints, so the evidence can live in your systems as well as ours.
How long do you keep recordings?
Retention is set per account. A floor with a two-year dispute window and a floor that wants the tape gone want opposite things. Agree it at setup. Do not discover the default in March when you need January.

Your floor

Keep the tape

Next

Control RoomGet on the call while it is live. This page is what you do with the tape.

Next

Portal & APIPull calls, costs and recordings into your warehouse on signed webhooks.