Every call reviewed, without a bigger QA team
Your QA team can listen to a few calls per agent per month. VoiceVera reads all of them, and points your team to the moments worth their time.
From a small sample to every call
A center with 20 to 200 agents takes thousands of calls a month. A QA team of two or three cannot listen to more than a small slice, and that slice decides who gets coached and what gets reported.
Every call scored
Your scorecard on every call, with the quote behind every point. QA reviews what the rules send them.
Coaching that sticks
Coaching from short clips of each agent's own calls. Agents see the evidence and can dispute a score.
Nothing slips
Promises to call back and open issues land in a follow-up list with an owner and a due date.
Problems seen early
Watches and spike alerts flag a rise in a topic or in complaints the same day.
A random sample has three weaknesses. It misses rare but costly events, such as a customer who says they will leave or a promise nobody follows up. It gives agents the feeling that scores depend on which calls happened to be picked. And it arrives late, because a problem that started on Monday shows up in the monthly review. Our guide from a small QA sample to every call goes through what changes for the QA team, the agents and the managers.
A to-do list, not another dashboard
Each morning, team leads see which calls need a follow-up, which customers might leave and which issues keep coming back, each with the sentence that shows it.
Automated call scoring on your scorecard
VoiceVera applies your scorecard to every call. Start from a template or write your own criteria; each criterion is scored from what was said, and each point links to the quote and the moment in the recording. Only objective behavior is scored, such as whether the agent verified the customer or stated the next step. Mood and feelings are never scored.
The system does not pretend to be sure. Every decision has a probability, and when two decisions disagree or the margin is small, fixed rules send the call to a reviewer. Reviewers can correct any call, and the correction is stored next to the original result. The article on building a QA scorecard explains how to choose criteria that can be scored fairly.
Contact center quality management software for 20 to 200 agents
For a team of this size you need the whole floor in one place without a project to set it up. Role-based access controls who sees what, so agents never see pages meant for supervisors. Abandoned calls, very short calls and voicemail are skipped automatically, so reviewers only meet real conversations.
Each morning the lists show what needs action: calls that need a follow-up, promises to call back, churn risks and issues that keep coming back. Nothing is marked overdue when the data does not say so. If a promise has no date, it is shown as unknown, not as late.
Call center coaching software that uses real moments
Coaching works when the agent recognizes the moment. VoiceVera cuts short clips from the agent's own calls, so a coaching session starts from a minute they remember instead of a score they cannot place. Agents see the same evidence as their supervisors, can dispute a score.
Two-channel recordings give the cleanest separation of agent and customer, which keeps scores and clips tied to the right person. Mono recordings work too. Read why two-channel recording is the cheapest upgrade for fair QA.
Call center spike alerts on topics and complaints
Watches look for the words or the questions you care about across every call, and spike alerts tell you when a topic or a type of complaint rises above what is normal for that day. Alerts go to the owner of the watch in the app, by email, by SMS through your gateway or by signed webhook, with quiet hours and digests so nobody is paged at night.
A watch that asks a question is tested by a blind review and approved by an admin before it goes live, so the team knows what it will flag. Our guide to call center spike alerts covers baselines, thresholds and who should get each alert.
How the free pilot works for a contact center
We analyze a sample of your calls
You see your own calls scored, the lists your team leads would use and the evidence behind them. No contract, no card.
Start a free pilot- A short call about your phone system, call volume and how QA works today.
- You share a sample of recordings, or we connect to your phone system.
- We set up your topics and scorecard with you.
- We walk your QA team and team leads through the findings, the evidence and the lists.
In the pilot we also tune the review rules on a sample your QA team labels, so reviewers spend their time where it matters. You decide after the pilot whether to continue, and pricing is agreed at that point.
Call center QA automation FAQ
Will agents feel watched?
VoiceVera scores objective behavior only, never mood or feelings, and every point links to the moment in the call. Agents see the same evidence as their supervisors and can dispute a score.
Do we have to change our phone system?
No. VoiceVera reads recordings from Twilio, 3CX, Aircall, Asterisk, FreePBX, an SFTP drop or an upload. Most systems only need read access to recordings and call records.
Do we need two-channel recordings?
No. Mono and two-channel recordings both work. Two-channel recordings, with the agent and the customer on separate channels, give the most reliable speaker separation.
How much work is the setup?
For the pilot, a sample of recordings is enough, and we set up your topics and scorecard with you. A sample can be analyzed within days; a live connection depends on your phone system.
Can we use our own QA scorecard?
Yes. Start from a template or write your own criteria. Every point links to the moment in the call, and agents can see the evidence and dispute a score.
See every call, starting with a sample
Free pilot on up to 1,000 of your calls.