AI speech analytics: control of service and sales quality
Speech analytics is the automatic analysis of phone conversations with artificial intelligence. The system transcribes every call, checks it against your checklist and shows where the operator went off script, why the customer said no, and which calls need a manager’s attention.
A supervisor can usually listen to only a small sample of calls. AI speech analytics checks every conversation, so you see the full picture: the quality of your hotline and technical support, the results of cold calling and telemarketing, and the reasons behind returned parcels in order confirmation. At Contact Call every call is recorded anyway, so analytics can be added to any project.
What is included
- Call transcription
- Automatic scoring of every call against your quality checklist
- Script compliance: greeting, needs discovery, objection handling, closing
- Reasons for refusals, complaints and problem topics
- Tone of conversation and conflict detection
- Reports by operator, topic and day, plus a selection of calls to review
Who it is for
- Companies that want to control service quality without manual listening
- Sales teams that need to understand why customers say no
- Online stores looking for the reasons behind refusals and returns
- Managers who need transparent call center reporting
How we launch a project
- 1Brief
We discuss your goals, volumes, schedule and expected results, and agree on the price.
- 2Scripts
Together with you we write call scripts and answers to common questions.
- 3Setup
We connect a number (0-800 or a city line) and adapt our CRM to your process.
- 4Operator training
Operators learn your product and go through test calls.
- 5Launch and reporting
We go live. You see statistics online, and calls are recorded for quality control.
Why Contact Call
- In business since 2012
- Our own CRM, quickly adapted to any task
- 24/7 call handling, no days off
- All calls recorded, statistics available online
- A 0-800 or city number for your company
- Prices from UAH 5 per minute
The final price depends on call volume, working hours and script complexity. We will calculate it after a short call.
More about pricesFrequently asked questions
What is speech analytics?
It is automatic analysis of call recordings: the system converts speech to text, looks for key phrases and scores the call against set criteria. That way all calls are checked, not a sample.
Does AI replace a supervisor?
No. AI finds problem calls and calculates metrics; conclusions, operator training and script changes are made by people. The supervisor spends time reviewing important calls instead of searching for them.
Which calls can be analyzed?
Calls made by our operators on your project — every call at Contact Call is recorded. Whether your own team’s calls can be added is discussed separately.
How much does AI speech analytics cost?
The price depends on call volume and scoring criteria — we quote after a brief.
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