Technical calls, retention calls, and a regulator reading over your shoulder.
A telecom contact center handles fault diagnosis, billing disputes, contract changes and retention offers, often in the same shift. Each one has a different definition of a good conversation, and several of them carry commitments that have to be said out loud and can be checked later.
Why quality programs came to rely on sampling
One team, several kinds of conversation
Troubleshooting a line and saving a cancelling customer are not scored on the same things, and a single shared form measures neither well.
Offers and terms stated on the call
A retention offer, a contract length or an early-termination fee mentioned verbally is a commitment. Confirming it was stated correctly is not something a sample can do.
Long calls and long silences
Technical calls involve hold time, system lookups and dead air. Judging them fairly means separating the customer waiting from the agent working.
What you get
A scorecard per queue
Technical support, billing, retention and provisioning each get their own form, their own critical questions and their own reporting.
Critical questions for what must be said
A missed term or an unstated fee zeroes its section, so the report distinguishes a rough call from a call with a commitment problem in it.
Hold, ringback and dead air measured
Time on hold, silences and the ringing before pickup are measured from the waveform, and the analysis receives those figures rather than estimating them from words.
Why customers are calling
Your own reported metrics turn contact reason and outcome into a chart, so a rising fault type is visible before it becomes a trend in the churn report.
Questions people ask about this
It changes the sizing conversation rather than the product. Coverage is a configuration decision, and the AI allowance is per agent seat, so tell us your volumes and we will size the plan against them.
Yes. The Elite AI plan includes an API that accepts conversations from a dialer, a CRM or a warehouse and returns the submitted evaluations, so nothing has to be uploaded by hand.
See it on your own calls
Book a walkthrough of the software. Send us a few recordings and your current evaluation form; we load them into Mira scores so you can watch the platform score your own calls, side by side with the scores your team assigned.
A live walkthrough of the platform with a person, usually within one business day.