Full-coverage call analysis
Analyse the whole call population rather than the small sample manual review can reach.
Outsourced service
Speech Analytics
Manual quality review samples a fraction of calls. Speech analytics reads all of them — surfacing compliance risk, emerging issues, and the phrases that reliably precede an escalation.
Discuss speech analytics
What we handle
Every call analysed, not one in fifty.
Choose the tasks you need now and expand the scope when the workload changes.
Compliance phrase monitoring
Detect required disclosures that were missed and prohibited statements that were made.
Emerging contact driver detection
Spot a new problem in the first week from rising phrase frequency, not in the monthly report.
Escalation and churn indicators
Identify the language patterns that reliably precede a complaint or a cancellation.
Agent coaching insight
Evidence-based coaching points drawn from real calls rather than impressions.
Silence, talk-over, and pacing metrics
Structural call quality signals that correlate with customer satisfaction.
Designed around you
Speech Analytics built around your existing workflow.
We adapt to your tools, communication rhythm, approvals, brand standards, and escalation process.
- Clear task ownership and priorities
- Documented processes and access controls
- Regular reporting and performance check-ins
- Capacity that can grow with demand
Best suited for
- Regulated programmes with disclosure requirements
- Operations reviewing only a small call sample
- Teams reacting to problems weeks after they start
- Businesses with unexplained churn or complaint spikes
Where this runs
Delivery, sectors, and further reading.
Free consultation
Start with a speech analytics plan, not a sales call.
Tell us what your team is spending time on and we will scope the speech analytics coverage, team size, and reporting that fits.
- A scoped speech analytics plan for your workload
- Coverage hours, team size, and tools confirmed up front
- No obligation and no cost for the consultation
FAQ
Speech Analytics outsourcing, answered directly.
Common questions about outsourcing speech analytics.
Speech analytics works on your recorded calls. Recordings are transcribed and searched for the words, phrases, and patterns you care about: required disclosures that were missed, statements agents should not make, new complaint topics, language that tends to come before a cancellation, and structural signals such as long silences or talk-over. Our analysts set up the categories, check the findings by listening to calls, and report what they see with example calls attached. Your team decides what to do with it: coaching, script changes, a product fix, or a compliance review. We surface evidence. We do not discipline your staff or rule on legal questions.
Speech analytics depends on call recordings, so recording has to be lawful first. Recording consent rules differ by state and by country, and some require every party on the call to consent, which is why many businesses play a recording notice at the start of each call. Your notice, your privacy policy, and any employee monitoring notices should cover analysis as well as recording. This is an area to confirm with your counsel, and we are not giving legal advice. During scoping we ask how recordings are made, what callers are told, and how long recordings are kept, and we work within those limits.
Recordings and transcripts can contain names, account details, health information, or card numbers, so handling is agreed before any audio is shared. Access is limited by role to the analysts on your program. Where possible the analysis runs inside your own recording or analytics platform, so audio does not leave your environment. If calls include card payments, PCI DSS governs cardholder data, and card details should be kept out of recordings in the first place through pause-and-resume or keypad entry. If calls include protected health information, HIPAA requires a Business Associate Agreement. Retention and deletion follow the terms set during scoping.
You provide access to recordings with their metadata, such as agent, queue, date, and call outcome, plus your scripts, required disclosures, and the list of things agents must never say. We also need to know what you want to learn, because a program aimed at compliance monitoring is set up differently from one aimed at churn or coaching. After the discovery call, a project manager and analyst build the first set of categories and test them against calls a person has already reviewed. Expect a tuning period. Phrase lists always need adjusting once they meet the way your customers really talk.
Yes, and this is where analyzing every call proves its value. After a launch, a price change, or during a seasonal peak, new topics show up in conversations before they show up in tagged contact reasons, because agents under pressure tag quickly and loosely. Tracking how often a phrase or topic appears lets you see a new issue building and hear example calls right away. Tell us about launches and campaigns ahead of time so the relevant terms are already being tracked. How quickly findings reach you depends on how recordings are delivered for analysis, which is settled during scoping.
Automated transcription makes mistakes, and it makes more of them with poor audio, crosstalk, background noise, product names, and mixed languages. For that reason we treat automated findings as leads to verify, not as verdicts. Analysts listen to a sample of flagged calls and a sample of unflagged ones to see what the categories catch and miss, and they adjust the phrase lists accordingly. We will not quote you an accuracy figure, because it depends on your audio and vocabulary. Anything that could affect an individual agent or a compliance decision should be confirmed by a person listening to the call.
Ask where your recordings will be stored and processed, who can access them, and when they are deleted. Ask whether they work in the platform you already have or require their own. Ask how findings are verified by human listening, and ask to see a sample report with example calls. Be careful with any provider quoting a fixed accuracy number before hearing your audio. Ask who builds and maintains the categories, since that ongoing work decides whether the program stays useful. And ask how they handle calls containing payment or health details, because the answer tells you how seriously they take the data.
If you take a small number of calls, a supervisor listening to a good sample will learn as much with far less effort. Speech analytics is also premature if you do not record calls, if your recording notices do not cover analysis, or if audio quality is poor enough that transcripts are unreliable. It disappoints when nobody owns the follow-up, because a list of missed disclosures changes nothing without coaching behind it. And if your basic operational reporting is not yet in place, start with call center analytics. It takes less effort and shows you where closer listening would pay off.
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