Call Quality Analysis for Call Center

The client’s call centre faced a combination of operational and qualitative hurdles:

• Overwhelming call volume made manual quality assessments impractical and resource-intensive
• Lack of a structured and scalable service evaluation process, preventing consistent feedback and improvement
• Delays in problem detection and resolution, impacting customer satisfaction
• Strict internal quality standards, including criteria such as proper greetings, client name usage, politeness, Ukrainian language proficiency, clear summaries, and encouragement for future contact — all of which needed to be reliably monitored and enforced across every call

To address these issues, an automated call analysis and quality control system was designed and implemented. The core components of the solution included:

• Automated call transcription using speech-to-text technology, powered by a large multimodal model (LMM), enabling the rapid and accurate conversion of audio calls into text
• Quality evaluation module that assessed call transcripts against a standardised set of service criteria, ensuring objectivity and consistency
• CRM integration (Creatio) to consolidate interaction data, allowing managers to view call evaluations in the same environment as other customer records
• Real-time dashboards providing visual analytics on service quality trends, performance gaps, and potential issues, enabling swift, data-driven decision-making

The implementation resulted in a significant enhancement to service monitoring and response. The company has achieved the following with automated transcription and evaluation:

• 100% coverage of call interactions, ensuring no quality issues went undetected
• Reduced time-to-resolution, as problematic calls were flagged and addressed almost immediately
• Informed managerial oversight, supported by actionable data and performance metrics
• 40% reduction in managerial workload, as routine monitoring and evaluations were fully automated
• Increased customer satisfaction, driven by consistently higher service standards