Call center quality monitoring for regulated campaigns.
For contact centers, BPOs and sales teams whose calls have to follow a script and the rules behind it. You record the calls; we review them. Each call is checked against a checklist written from your script, and every mark comes with the line from the call behind it.
Your QA scorecard, written from your script.
The recording disclosure
The agent gives the disclosure your script calls for, at the point in the call where it belongs.
The offer, stated correctly
What the agent says about the product and the company matches the wording you have approved.
A clear yes before a transfer
The caller agrees before the agent transfers the call or moves to the next step.
Do-not-call requests honored
When a caller asks not to be called again, the agent acknowledges it and stops the pitch.
These are starting points. The call center compliance items on your checklist come from your script and the rules your campaign falls under, as agreed with you.
Every call, or the ones you choose.
We can review every recorded call, or a set you pick: one campaign, one team, one agent, a date range, or the calls your supervisors have flagged. It sits alongside the contact center quality assurance your supervisors already do, and you can widen or narrow the set as you go.
How it works.
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Checklist agreed
We write the checklist from your script and the rules your campaign falls under, as agreed with you.
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Tested on your calls
We test it on your own calls before go-live and adjust it with you.
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Calls reviewed
We review your calls against the checklist. Every mark shows the line from the call behind it.
Your team
Marks disputed
Your supervisors can dispute any mark, and we look at the call again.
What you get.
A private dashboard
Built with privacy in mind. Scores by agent, team and campaign, trends over time, flagged calls, and the line from the call behind each mark.
A morning email
Flagged calls first, so supervisors know where to start the day.
A weekly summary
For managers, covering each team and campaign over the week.
A monthly summary
The calls we reviewed and what we found, ready to forward to your client.
Who it is for.
Small and mid-size contact centers, BPOs and sales teams in insurance, including ACA and Medicare, home services and solar. Call center quality assurance on these campaigns usually means checking the same few things on every call, and that is the work we take on.
Supports your compliance program. It is not legal advice, and you stay responsible for compliance.
Questions from contact centers.
Can you start from our existing scorecard?
Yes. We start from your scorecard and your script, add the items the rules for your campaign call for, as agreed with you, and test the result on your own calls before go-live.
Do you review every call or a sample?
Either. We can review every recorded call, or a set you choose by campaign, team, agent, date range or flagged calls.
What if a supervisor disagrees with a mark?
Your supervisors can dispute any mark, and we look at the call again. Each mark shows the line from the call behind it, so the conversation starts from what was said.
Do you record our calls?
No. You record the calls; we review them. Recording, and the consent and disclosures that go with it, stay with you.
Can we share results with our client?
Yes. The monthly summary lists the calls we reviewed and what we found. It is a summary of our reviews, not a sign-off on your campaign.
Does this make our campaign compliant?
No. We check calls against the checklist agreed with you. Compliance stays your responsibility, and this is not legal advice.
Want your calls reviewed?
Tell us about your campaigns, your script and how your team checks calls today.