Scoring support calls against your own QA rubric
Transcribe recorded support calls and score each one against the rubric a human reviewer already uses, so coverage moves from a hand-picked sample of calls each month to every call that was recorded.
- Effort
- More than a few weeks
- Skill level
- Some technical skill
- Organisation size
- Enterprise
- Value
- Quality, Risk reduced
Tools named for this
- Speech-to-text over your call recordings
- A scoring model prompted with the rubric your reviewers already apply
- A review queue in which a person can overturn a score
What to check before you ship it in India
- A recording is personal data of the caller and of the agent alike. Section 5(1) of the DPDP Act 2023 requires a notice describing the personal data and the purpose of processing to accompany or precede the consent request, so the recorded warning has to say what the recording will afterwards be used for.
- A counterfactual audit of contact-centre QA models found binary judgements reversing when only the speaker's identity cues were altered, so an unaudited scorer can mark down an accent rather than an error.
Sources
Every claim on this page traces to one of these, on the date it was read.
- The Digital Personal Data Protection Act, 2023 (No. 22 of 2023) — most obligations commence 13 May 2027 under the DPDP Rules 2025 — s.5(1) · Ministry of Electronics and Information Technology · a rule · read 2026-09-01
- Counterfactual Fairness Evaluation of LLM-Based Contact Center Agent Quality Assurance System · Mayilvaghanan, Gupta and Kumar (arXiv preprint, 16 February 2026) · that this is done · read 2026-09-01