01 · Business Telephoning
Call Recording, Quality and Analytics
Knowing what is actually said on your calls, and improving it deliberately.
Business Telephoning
Call Recording, Quality and Analytics
Knowing what is actually said on your calls, and improving it deliberately.
Showing 1 of 4
- 1Record lawfully
- 2Score a sample
- 3Analyse themes
- 4Coach
- 5Measure the change
What We Do for You
- Configure recording with lawful consent notices.
- Build the quality scorecard with your standards.
- Score a sample of calls each week and coach from it.
- Set up dashboards for volume, wait, handle time and outcome.
- Report trends and recommend script or routing changes.
How this is bought: Bought as a monthly managed service on a rolling term, with a written service schedule. Build an estimate for your case.
Our Approaches Explained
Call recording and retention
Recording with the correct notice, stored securely for a defined period.
Quality scorecards
A written rubric so coaching is consistent rather than personal.
Speech and keyword analytics
Automatic detection of themes, mentions and compliance phrases across calls.
Operational metrics
Average handle time, first contact resolution, abandonment rate and service level.
Coaching loop
Findings turned into short, specific coaching rather than a monthly report.
Consent and privacy controls
Who may listen, for what purpose, and what must be redacted.
The Standards We Work To
Contact centre KPI definitionsCall recording consent law by jurisdictionSpeech analytics tooling
We follow the structure and controls these standards describe. We do not claim to be certified against them - where you need a formal certificate, we prepare the evidence and an accredited body performs the audit.
What You Get
- Recording and retention configuration
- Quality scorecard
- Weekly scored samples
- Performance dashboard
- Coaching summary
Calls covered by consent notice100%
Agents scored weekly88%
Findings turned into coaching92%
These are the areas clients most often ask us to improve. Your project sets its own targets, measured and agreed with you.