Services / Call QA
Every dial session reviewed, without a manager listening in.
Your intake team makes hundreds of dials. A manager can review a handful. We built the version where every substantial call gets transcribed and analyzed, problems reach the right manager the same day, and the script-adherence number compiles itself monthly.
The problem
Call coaching at most firms runs on vibes: a manager spot-checks a recording when something already went wrong, and the rest of the sessions go unheard. The reps who need coaching don't get it, and the process changes you rolled out, like a new script step, have no measurement behind them.
Nobody should spend their week listening to hundreds of hours of dials. Software doesn't mind reading them.
How we build it
Skip the noise
Calls of 3 minutes or less get dropped automatically. What's left is the conversations worth reviewing.
Transcribe and grade
Each recording is transcribed and analyzed for performance and onboarding quality, and the resulting alert email routes to the right manager based on what kind of issue it is.
Track script adherence
Every call logs to a shared sheet, and on the 1st of the month a metric lands in the inbox, like what percentage of signed-client calls actually pushed the welcome video. The number your process change needed finally exists.
A cutover you can trust
Before this replaced the old flow, it was verified against 7 real historical calls with byte-identical output. And a retry can never double-send an alert; the send happens exactly once, at the very end.
Where it runs today
Live at a Social Security disability firm since July 2026, with the Zapier flow it replaced turned off after the port proved itself against the historical runs.
Common questions
We don't use PhoneBurner. Can this work on our dialer?
The live version is built on PhoneBurner's recording webhooks, but the shape, receive the recording, transcribe, analyze, route, works on any dialer that exposes its recordings. The analysis layer doesn't care where the audio came from.
Do the reps see the analysis?
Routing is yours to decide. The live version sends to managers, who coach from it. Some firms want reps getting their own feedback directly, and that's a config choice, not a rebuild.
What about recording consent and privacy?
It analyzes the recordings your dialer already makes under your existing consent practices, inside accounts you control. It adds analysis to recordings that already exist; it doesn't add recording.
Who's reviewing the calls?
Book a free audit and we’ll walk your setup and tell you what this would look like at your firm, including what it would save.