Your script, checked on 100% of calls.
Turn your QA grid into a workflow. Every call is scored OK or not OK per question, with the transcript one click away, so reviewers spend their time where it matters.
01 · The problem
Manual QA hears a sample. Risk lives in the rest.
Sampling was the only option when every review meant listening. It isn’t anymore.
- Coverage
Too few calls reviewed
A handful of calls per agent per month can’t show a trend.
- Consistency
Scored inconsistently
Two reviewers, two scores for the same call.
- Timing
Found too late
A missed disclosure surfaces weeks after the sale.
02 · How it works
From your grid to every call, without code.
Your quality team builds it, tests it and owns it. No ticket to IT.
Write your questions
Your script, in your words, one question per line.
Test on real calls
Mark outputs right or wrong on real tickets and get an accuracy score per column.
Publish
Every new call is scored OK or not OK per question, with the transcript one click away.
Act
Rates by question, team and period; Teams alerts on critical misses.
03 · Where it applies
Any call that follows a script.
If a call has rules, Intract can check them.
04 · Proof
Proven on insurance sales at a consumer-credit lender.
Each script question scored OK or not OK on 100% of calls, with customer hesitation flagged.
Read the financial-services page05 · FAQ
Fair questions, straight answers.
No. It scores everything and sends the doubtful calls to them.
You mark outputs right or wrong on your own calls and get an accuracy score per column before publishing. Every result is OK or not OK per question, with the transcript one click away.
No. Intract scores what was said, not acoustic signals.
Scoring starts from go-live.