Call Review quality assurance provider
- Industry:
- Contact Center QA & Services
- Country:
- USA
- Model of cooperation:
- Staff augmentation
- Programming language:
- React
LaSoft partnered with the client, a U.S.-based call center, to develop a call records review system that streamlines call QA processes.
This solution allows uploading recordings of calls made by call center agents and assessing the quality of communication between agents and clients.
Project overview
The idea for the review system was to create a product to enhance the quality assurance of contact center agents' communication with clients.
This solution was the result of the combined efforts of Lasoft's dedicated developers and the client’s team.
The project’s goal was to simplify how supervisors assess communication between agents and clients and to ensure that each client's guidance is followed.
Our team helped develop an integrated web-based review portal with a centralized database to enable review, scoring, and feedback for each call, enabling efficient management of call quality.
Implemented features
The implementation of the Call Review system delivered substantial business benefits to the clients. It offers various features to supervise the quality of communication with clients via phones.
Upload to the system and export to Excel
The upload process attaches necessary metadata (agent ID, campaign, call type, etc.) so the review system can categorize and display each call. Uploads are secure and encrypted, maintaining the confidentiality of customer data. You can also export the data from the portal to Excel.
Structured question scorecards
Each call’s evaluation is presented through a question table that reflects the client’s scorecard methodology. Questions are grouped into logical sections to mirror the structure of a standard QA form. This allows reviewers to score the call systematically on each point. The system automatically highlights any questions where the desired outcome was not achieved (for example, if an agent missed a required greeting, that question is flagged).
Option to leave and review comments
The solution includes a built-in mechanism for comments and disputes during the review process. Quality analysts can leave comments on individual questions or overall call performance, which are logged and visible in the interface.
Audio playback integration
A feature of the review system is the integration of audio playback with the call transcript. For every recorded call, the system generates or attaches a text transcript of the conversation. The review interface displays this transcript side-by-side with an audio player. Reviewers can play, pause, or scrub through the call audio with standard controls.
Transcribe the text of the call
A highlighted cursor moves through the transcript in sync, making it easy to follow along. There’s also a search function that allows the reviewer to find specific keywords or phrases in the transcript (for example, to verify whether the agent used a required rebuttal or greeting). By clicking on a search result, the reviewer can jump to the exact moment in the audio.
Chat with AI assistant
Agents or supervisors can ask the chatbot questions, and it fetches relevant policy snippets or scoring criteria. The user must no longer navigate multiple UI screens, the agent or superviser can use the chatbot to trigger tasks.
Dashboard solution for Call review
Call Review dashboards are a suite of interactive, user-friendly tools designed to improve call center quality assurance. Built as part of a QA product, these dashboards are used daily by QA analysts (who evaluate calls) and call center supervisors (who oversee team performance).
Notifications
Alerts and highlights, which you can get by email, allow managers to quickly identify critical compliance failures, problematic call scenarios across campaigns or agents, or negative trends that require immediate attention.
Mini review
Provides a compact summary view with every record’s review details, notification comments, and audit trail. Integrates transcribed audio with banned or required phrases highlighted, enabling reviewers to spot issues at a glance and select calls most likely to contain compliance breaches or communication gaps.
Guidelines
Serves as an interactive training module for QA and agents. Users can select a scorecard, experiment with different ways to answer questions, and instantly see how the overall score changes.
Filters and search module
Allow users to narrow results by agent, campaign, score range, duration, or keyword. The filters reduce search time and make large datasets manageable.
Coaching queue
Displays the list of agents requiring coaching, based on recent evaluation trends and missed points.
Agent ranking
Ranks agents by their QA performance scores and identifies outliers. Provides quick insight into top performers and those who need improvement.
Top missed points
Automatically tracks the most frequently failed questions across all reviews. By identifying recurring weak points, supervisors can prioritize coaching content and monitor whether corrective actions are improving outcomes over time.
Campaign performance
Evaluates the success and quality metrics by campaign, helping assess which campaigns deliver consistent service and where additional training or optimization is required.
Calls left
Monitors pending or incomplete reviews, displaying which calls and scorecards still require attention.
Section scores
Breaks down results by individual QA section or criterion, allowing managers to pinpoint which question sets consistently score lower.
MyPay
Provides employees with an understanding of how their QA scores impact their performance-based pay.
Emails module
Allows administrators to send notification emails about new features, QA policies, or important reminders.
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- No special skills required
- Agile
- Budget-friendly
- Helicopter view
