AI Call Analysis & Quality Strategy

This section covers the decisions made before starting quality analysis of agent calls: what AI call analysis actually produces, which work stays with AI and which with people, how analysing every call differs from sampling, who owns quality, how to calculate ROI honestly, and what to ask in a software demo.

The articles are written for CEOs, operations and contact center managers. The product side is on the Vexvon Audio Analyzer page; to try it on your own recordings, get in touch.

6 of 6 posts shown

Call QA strategyCall QA strategy

September 29, 20267 min read

Call QA coverage vs accuracy: the new role of sampling

Analysing every call vs sampling: coverage, fitness for analysis and accuracy are three separate numbers — with a worked example and sampling rules.

Call QA strategyCall QA strategy

September 29, 20267 min read

Automated call quality assurance vs manual review: who does what

How to split call QA between AI and people: first pass, review queue, human decision and appeal — with a matrix and queue rules.

Call QA strategyCall QA strategy

September 29, 20266 min read

Speech analytics ROI: from listening time to repeat contacts

How to calculate speech analytics ROI: freed hours, realised cash savings and proven business impact — with a verified worked example.

Call QA strategyCall QA strategy

September 29, 20266 min read

Call center quality management roles: who owns what

Call center quality management roles: who writes the standard, who checks results, who coaches agents — with a RACI table.

Call QA strategyCall QA strategy

September 29, 20268 min read

What is AI call analysis? From recording to agent score

AI call analysis in five layers — recording, transcript, summary, per-criterion evaluation and score — shown on one example call, with the limits of each.

Call QA strategyCall QA strategy

September 29, 20266 min read