Call Analytics and QAAutomation
Review every recorded call against your quality checklist, not just the few a supervisor has time to hear, and find the coaching moments quickly.
Call Analytics and QA Automation: what the work involves
Quality assurance in a call centre usually means a supervisor listening to a handful of calls per agent per month and filling a scorecard. The sample is tiny and often random, so serious compliance slips and excellent calls both go unnoticed. Agents get feedback weeks late, and managers argue over scores because two reviewers heard the same call differently.
DevKey builds a pipeline that ingests recordings from your telephony or dialler platform, transcribes them with speaker separation, and scores each against your scorecard: greeting, verification, required disclosures, empathy, resolution and next steps. Each score links to the exact moment in the transcript. Calls with possible compliance issues, strong customer frustration or notable wins are surfaced for human review, and dashboards show trends by agent, team and topic so coaching is specific and timely.
Core features
Transcription with speaker labels
Calls are converted to text with agent and customer separated, including support for Urdu, English and code-switching.
Scorecard automation
Your checklist is encoded as criteria, and each call receives scores with supporting quotes, ready for a reviewer to confirm.
Compliance phrase detection
Required disclosures and prohibited statements are detected, with misses and risky language highlighted for review.
Sentiment and escalation signals
Rising frustration, repeated requests for a manager or silence are flagged, so urgent customer problems get follow-up.
Topic and reason mining
Calls are grouped by reason, revealing recurring product issues, confusing policies and common objections.
Coaching dashboards
Supervisors see trends per agent, example clips to share, and the criteria that most often cost points.
What we get right before launch
Recording consent and privacy
Call recording and analysis are regulated, and rules differ in Pakistan, Australia and the US. We build on your lawful basis, redact payment and personal details in transcripts, and set retention limits.
Transcription errors in noisy audio
Accents, line noise and mixed languages reduce accuracy, and scoring built on a wrong transcript misleads. We benchmark transcription on your calls and flag low-quality audio instead of scoring it.
Fairness to agents
Automated scores used as punishment breed distrust. We validate against experienced reviewers, make criteria transparent, allow agents to dispute a score, and present the tool as support for coaching.
Tools and technology
- OpenAI Whisper
- Google Speech-to-Text
- Anthropic Claude
- OpenAI GPT
- Python
- FastAPI
- PostgreSQL
- Metabase
- Asterisk and Twilio integrations
Common questions, answered
Can it replace our QA team?
It replaces most of the listening and form-filling, not the judgement. QA staff move to reviewing flagged calls, calibrating scores and coaching, covering far more calls than manual sampling allowed.
Does it work with Urdu calls?
Transcription of Urdu is workable but less accurate than English, and code-switching adds errors. We test on real recordings, report where it struggles, and keep human review for languages and audio it handles poorly.
Which phone systems can it connect to?
Platforms that export recordings or expose an API, such as Twilio, Asterisk, Genesys, Five9 and many hosted dialers. We confirm the recording format and metadata available during scoping.
How do we keep customer data safe?
Transcripts can have card numbers and identifiers redacted, access is role-based, and data stays in a region you choose. Hosted models are configured without training on your calls.
More AI Agents & Automation services
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Searchable, speaker-labelled transcripts from calls, interviews and recordings, including Urdu and English spoken in the same sentence.
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Ready to start your Call Analytics and QA Automation project?
Tell us what you need and we will come back with a clear scope, timeline and the questions worth answering before any build starts.