AutoQC offers recorded-call analysis configured around your process. Review required steps, disclosures and next actions with the conversation evidence behind each finding, then use recurring gaps to focus QA and coaching.
Scope your call auditYour agents serve different call types, products and customer situations. A disclosure may be mandatory in one conversation and irrelevant in another. You need an audit that follows those distinctions and gives supervisors a clear reason to inspect a call.
Recorded calls or supplied transcripts, with call ID, agent, date and process. Describe the languages and recording conditions in your initial inquiry.
Your SOP, scoring rubric, approved wording and exceptions. Include examples of acceptable handling and cases your reviewers find difficult.
Build the audit around observable actions: confirming the customer need, explaining an applicable fee, giving the required disclosure and agreeing the next action. Define when each check applies before combining results into a score. A short test call should follow your exclusion rule rather than count as a full customer interaction.
The proposed audit pairs a check result with a reason and source evidence. Distinguish a missed step from a step that was not applicable or could not be assessed. If a recording ends before the disclosure, a reviewer should see the evidence limitation rather than a confident failure.
Compare agents and processes using eligible calls for each check. Repeated omission of fee conditions deserves a different response from one ambiguous recording. Agree the summary fields and weighting with your QA team so a high overall score does not hide a critical handling gap.
Onboarding reviews can check whether required information was requested and explained. Advisor or sales reviews can compare recorded statements with your approved handling policy. These checks support process review; they do not authenticate identity or replace a legal determination.
Start with examples that span normal calls, exceptions, unclear audio and disputed judgments. Compare results check by check with your reviewers, resolve differences in the rubric and decide which findings are useful enough for operational review. This gives your team a concrete basis for choosing the wider scope.
| Check | Proposed result | Supporting evidence |
|---|---|---|
| Fee amount explained | Observed | Agent states the monthly fee. |
| When the fee applies | Needs review | No condition is stated in the available passage. |
| Identity document collection | Not applicable | This call type does not require document collection. |
Fictional teaching example. The final fields and decision rules are agreed for your audit.
We scope the checks, evidence, summaries and review process around your recordings. Connections to call systems, metadata joins and tailored reporting can be included as separately defined work.
No. Use process and call-type rules to determine applicable checks, then compare results on that basis.
Yes. Describe the workflow and SOP in the inquiry. We agree appropriate sample access after discussing the scope.
A lost sale tells you little about whether the customer questioned affordability, needed another decision-maker or wanted clearer product information. Sales leaders need the concern and the response together to decide what the team should practise.
Explore this use case: Sales objection analysis and handling reviewOne agent requests a document, another promises a follow-up and a third gives a different instruction. Each call can look reasonable on its own while the customer remains stuck. Journey owners need the sequence to judge whether required steps actually moved forward.
Explore this use case: Relationship-level conversation auditingA customer mentions a payment date, explains a financial difficulty and asks for another contact time. Your team needs to know exactly what was committed, which conditions apply and whether the agent followed the appropriate handling steps. Review those details together before prioritizing cases for a supervisor.
Explore this use case: Collections call analysisTell us which steps your QA team needs to check and where current reviews leave uncertainty. We will define a representative sample and an audit your reviewers can inspect.
Scope your call audit