N Catalyst.ai
Book a demo
The situation
Contact centre QA reviews a small sample of calls against a scorecard. The sample supports coaching and reporting.
It does not reliably find the rare call that went badly wrong, because a small sample of a large population will usually miss a rare event.
Why it is hard
Rare events are what QA is for
The compliance breach or the badly handled vulnerable customer is rare and consequential, and sampling is the wrong instrument for it.
Scorecards drift between reviewers
Two reviewers score the same call differently, so trends partly reflect who was reviewing.
Coaching needs the moment, not the score
Someone on the floor improves from the specific exchange, not from a number.
How we approach it
Vocalyst produces a reviewable transcript for every call it handles, assessed against the same criteria, with the specific exchange behind each assessment available.
Supervisors review flagged calls with the moment in front of them rather than reading a sampled scorecard.
What changes
- Every handled call assessed, not a sample of them
- The same criteria applied consistently across calls
- Coaching anchored to the specific exchange
- Rare, high-consequence calls surfaced rather than missed
Next
Is this your problem too?
Bring the version of it you actually have. We will tell you what it would take, including when the answer is that it is not worth doing.