Applied AI
Speech Analytics for QA and Sales Intelligence
I designed and built a platform that analyzes 100% of calls eligible for QA to support agent coaching and inform efforts to improve sales strategies.
Context
The Call Center team needed broader call quality coverage and a way to use those findings to coach agents.
Problem
Manual reviews covered only a sample of calls, limiting visibility into how agents treated customers.
My contribution
I designed and built the platform to turn call analysis into useful information for coaching and sales strategy efforts.
Approach
The platform provides agent score reports, highest and lowest scoring metrics, call transcripts, and summaries.
Results and evidence
Since launch, it has analyzed 100% of calls eligible for QA; it processes about 70,000 calls per month and has processed around 160,000 to date.
Publishable evidence consists of sustained coverage of calls eligible for QA and call volumes processed; no screenshots or call data are shown.
Learning
Aligning metrics with the team using the platform helps turn analysis into useful coaching.