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Speech recognition and call analytics turn call recordings into text and score every conversation automatically against the quality and compliance criteria you define. Instead of listening to a random sample, your QA team focuses on the calls flagged as risky. We connect the system to your existing phone system and call recorder, or set up recording if you have none.
A contact-centre QA team can only listen to a small sample of each day's recordings. The call that turns into a complaint, the disclosure that was skipped or the price quoted in error usually surfaces only when the customer rings back. Agent coaching ends up resting on a handful of random calls.
The speech analytics system we build processes every recording: each call is scored the same way and the risky ones go on a separate list. Your QA team spends its time on those calls and on coaching, not on sampling. For example, if your QA form includes "data-protection notice read", the system checks it on every recording; calls where it was missed are listed by agent, and the QA lead opens only those recordings. It works in Turkish and other languages, which matters if you run a multilingual customer line in Turkey.
Recordings are transcribed by a model tuned for the language spoken on the call, with customer and agent shown on separate lines. A supervisor can read a call in seconds instead of replaying it. Choose batch processing or live transcription during the call.
Word choice and tone of voice show how the customer's mood develops through the call. Calls where frustration is rising can be flagged to the shift supervisor, and reports show which topics trigger it.
Calls containing phrases you define, such as "cancel", "complaint", "solicitor" or a competitor's name, are flagged. Calls are grouped by topic (orders, faults, returns) so you can see what drives call volume.
The items on your QA form (greeting, identity check, resolution, close) become scoring rules. Every call is scored the same way, with coaching reports by agent and by team.
Was the data-protection notice read? Were mandatory disclosures made? Did the agent make a commitment they were not authorised to make? Each recording is checked, and calls carrying legal risk are listed separately.
Why did customers call most this week? On which day did complaints rise? How is the first-contact resolution rate moving? Managers receive a summary by email at the interval you choose.
Once calls are text, they can feed other systems: recurring questions can seed the knowledge base of a customer service chatbot, and topic trends can flow into your management dashboards. To post transcripts and topic tags to the customer record in your CRM, see system integration.
For more detail, read our guides on call centre speech analytics: criteria, setup and data protection, Turkish speech-to-text for business and voice picking in the warehouse. More articles are collected in our AI guides for business.
Will it cope with Turkish and regional accents? The model is tuned for Turkish speech; accuracy is measured by testing on a sample of your own recordings, and the scope is firmed up accordingly.
Our phone system is a different brand. The system connects to your existing phone system and call recorder; if you have no suitable recording set-up, we install one.
Call recordings contain personal data. That is why where recordings are processed and how long they are kept is agreed with you at proposal stage; where needed, we handle it alongside our data protection compliance service.
Share a few sample recordings and your QA form, and we will show you what the system picks up in your own calls. Request a demo or call 0850 346 41 09.
Speech recognition and call analytics turn call recordings into text and score every conversation automatically against the quality and compliance criteria you define. The system also tracks sentiment and tone and detects keywords and topics. Instead of listening to a random sample, your QA team spends its time on flagged calls and on agent coaching.
The items on your QA form, such as greeting, identity check, resolution and close, become scoring rules. Every call is scored the same way, and coaching reports are produced by agent and by team. Evaluation therefore rests on every recording rather than a handful of random calls, and scores are comparable across agents.
Yes. Recordings are transcribed by a model tuned for the language spoken on the call, with customer and agent shown on separate lines. The vocabulary can be extended with terms specific to your industry, which matters for multilingual customer lines in Turkey. You can choose batch processing or live transcription during the call.
Yes. Rules such as reading the data-protection notice, making mandatory disclosures and not giving unauthorised commitments are defined and applied to every recording. Calls that fail a rule or carry legal risk are collected on a separate list, so the responsible person can review them directly rather than hunting through recordings.
Yes. We connect the system to your existing phone system and call recorder, or set up recording as part of the project if you have none. Once calls are text, they can seed a chatbot knowledge base, feed management dashboards and, through system integration, be posted to the customer record in your CRM.
Access to recordings and transcripts is restricted by role, and retention periods are set to your organisation's policy. If data must not leave your organisation, the system can be set up to run on your own servers. Recordings and transcripts are then open only to authorised QA, legal and management users.
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