Call quality assessment agent

Every call listened to, scored and justified, not one in fifty.

WhatsApp
Agent sheet
Category
Call centre and command post
Model
open, installed on your premises
Data
never leaves
Subscription
€0 per month
01Overview

A supervisor only has time to listen to a handful of calls a week. The agent listens to all of them, transcribes them, applies your quality grid and writes the reason for each criterion's score.

The problem

Sample-based assessment misses the real problems, arrives too late to correct, and operators experience it as arbitrary for lack of justification.

Our answer

Connection to your telephony (3CX, Aircall, Ringover, SIP), local transcription of every call, scoring criterion by criterion following your grid (greeting, identification, procedure, tone, closing), written justification with excerpts, dashboard per operator and period.

02How it works

Live in four steps.

  1. 01
    Quality grid

    Your criteria, weights and knock-out cases, formalised with the supervisor.

  2. 02
    Transcription

    Speech recognition model installed on your side; recordings never leave.

  3. 03
    Scoring

    Every call scored with justification, calibrated on a sample you correct.

  4. 04
    Reporting

    Tables per operator, trends, calls to replay in priority.

03What you gain

Results you can measure.

One hundred percent of calls

No more sampling: everything is assessed the same day.

Scores that can be discussed, because explained

Every criterion points to the excerpt that justifies it.

Recordings inside your walls

Transcription and model on your server, in line with your obligations.

04Frequently asked

What we get asked before signing.

Can the grid change?
Yes, at any time. Past calls can be re-assessed with the new grid for comparison.
Does the agent need an AI vendor subscription?
No. It runs on an open-source model, picked from the right family, installed on your server or VM. No API key, no token bill, no data sent outside.
What hardware is required?
From 8 GB of RAM on CPU for this kind of specialised task. We measure real throughput on your machine during the audit and write it into the proposal.
How long does setup take?
Two to six weeks depending on the connections to build. You validate an acceptance run on your real cases before going live.

Let's talk about your case for thirty minutes.

A conversation to understand your context, volumes and tools. You leave with a scope and an order of magnitude, no commitment.

WhatsApp
+261 38 66 261 00team@wikolabs.com