A Gulf telecom operator - Call intelligence
Telecommunications · Gulf
The shape of this problem
Too much arrives to check it all, so you sample
The problem
Supervisors needed scalable summaries, quality checks, compliance monitoring, and coaching insight. Contact-center quality assurance is a sampling exercise - a supervisor listens to a handful of calls per agent per month, which is too few to be fair to the agent and too few to be usable as evidence. Compliance monitoring built on that sample is monitoring in name only, and coaching built on it is largely anecdote.
What we built
We combined transcription-derived summaries, quality assessment, inappropriate-language detection, compliance flags, and training suggestions into a single service over the call estate.
What moved
| Measure | Before | After |
|---|---|---|
| Calls receiving a quality review | ~2% sampled | 100% |
| Supervisor time per reviewed call | 11 minutes | ~90 seconds |
| Compliance-phrase detection recall on the audited set | not measured | 94% |
Calls receiving a quality review
The remainder is what sampling was hiding.
Supervisor time per reviewed call
Compliance-phrase detection recall on the audited set
94%
Compliance-phrase detection recall on the audited set
The ring is the whole of that measure. The grey arc is the other 6%.
Figures are drawn from the practice's own delivery records for the engagement named, measured against the process that preceded it. They have not been through third-party audit, and none is presented as an average across clients.
What it turned on
Moving from a sample to full coverage changes what the output is for: quality scores become defensible to the agent as well as to the auditor, and coaching can point at a pattern rather than at one call someone happened to hear. Relevant to any operation whose quality process is bounded by supervisor listening hours.
- Service line
- Document & Request Triage
Partial, and say so in these words - the classification and routing machinery is in production; this specific application would be new. That sentence has never once cost a deal, and asserting otherwise would.
Start here
Which of the four is yours?
Tell us the documents and the monthly volume and we will send the two closest records, with the proof behind each and the honest note where the match is partial.
You get a reply within one working day, from the engineer who would do the work - not a sales sequence.