Sales, support, retention, collections: NUMU QA automatically scores every call and every chat — instead of sample-based listening, manual checklists and subjective reviews.
A classic QA team gets through a couple of calls per agent per week. The worst calls are never reviewed.
Two supervisors score the same call up to two points apart, and appeals eat up hours.
Topics are tagged manually and late — a spike is spotted only once the line is already overloaded.
Every call and chat against your checklist: greeting, issue resolution, upsell, wrap-up. Calibrated with your own trainers to 95%+ agreement.
Mandatory phrases and disclosures, prohibited promises — monitored in every interaction, with an alert to the supervisor within minutes.
AI groups interactions into topics and catches spikes within hours: “code never arrived” +64% — visible before the line overloads.
Interruptions, silences and the sentiment of both sides. You see not just what the agent said, but how the conversation actually went.
Personal plans built on real calls, best-practice examples from your own line, week-by-week progress. Fewer appeals, more trust.
Asterisk, Avaya, Genesys, Twilio, Zendesk, Salesforce; scores exported into incentive schemes, BI extracts, API.
“Our QA team stopped listening to a random 2% of calls. Now we see 100% of interactions and know exactly why customers are calling”
A 1–2% listening sample misses 98% of contacts, and two human auditors routinely disagree on the same call. AI scores 100% of calls and chats against one calibrated standard — your QA team stops sampling and starts handling appeals, calibration and coaching.
After calibration on your own recordings, agreement with trainer scores typically reaches 95%+ — higher than the agreement between two human supervisors on the same call. Disagreements surface in a weekly calibration loop, not in an agent's bonus.
Yes — mandatory disclosures, forbidden phrases, mis-selling patterns and script deviations are flagged with a quote and timecode, so verification takes seconds rather than a re-listen.
Yes. Text channels go through the same checklist logic, so a chat agent and a voice agent are finally measured on the same scale.
30-Day Service Audit: we launch on a subset of locations, tune checklists to your standards — and come back with a comprehensive report and insights. How the audit works →