Quality team
Scores every call against the same criteria instead of a random few, and highlights the ones worth listening to.
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SPEECH ANALYTICS
Hear what your customers are really saying.
We automatically transcribe and review the calls in your contact center. You see whether customers are satisfied, why they are calling and whether agents follow the rules, without listening to each call one by one.
FOR CONTACT CENTERS
Decide based on the full picture, not a handful of calls.
Quality teams can usually listen to only a few randomly chosen calls. Speech Analytics transcribes the conversations in your recording system, flags important moments and assesses calls against the same criteria. It connects to your existing call-recording and reporting systems and works alongside your current setup.
- 01
Searchable call records
Calls are transcribed so you can quickly find a specific word, topic or example conversation.
- 02
Customer mood and reasons for calling
See where customers become frustrated, which requests come up most often and which calls risk turning into complaints.
- 03
Quality scores and agent coaching
Every call is scored against the same criteria, and agent-level reports make it clear who needs support and on what.
- 04
Compliance and recurring topics
We monitor whether the call script, privacy rules and company policies are followed, and report recurring complaints and requests.
WHO IT HELPS
Every team gets something different from the same recordings.
Speech Analytics isn’t just a tool for the quality team. Different departments find answers to their own questions in the same call recordings.
Training and team leads
Shows which agent needs support on what, and finds good and bad example calls for training.
Product and marketing
Reveals which products, campaigns or problems customers call about most.
Management and compliance
Reports whether required disclosures were made and which calls risk turning into complaints.
IN EVERY PROJECT
What we build in from day one for results you can trust.
Whichever team it’s for, we plan these as the foundation of the project rather than something added later.
- Transcription built for Turkish speech
- Masking personal data such as card and ID numbers
- Topics tailored to your company
- Scoring criteria agreed with you
- Reports by agent and by team
- A connection to your existing recording system
- Storage and access that respect privacy law
- Training for your team
THE PROCESS
We take every step together, transparently.
At every stage we share what we’re doing, how we’ll measure success and what comes next. No surprises.
- 01Connecting to your recording system
- 02Defining topics and scoring criteria
- 03Pilot analysis and checking results
- 04Regular reporting
FAQ
Frequently asked questions
What people ask about scope, integration, security and support. If your answer isn’t here, let’s talk it through in a short call.
Send us your question →Does it work with our current call-recording system?
Yes. It connects to the call-recording and reporting systems you already use. We decide how to connect once we have looked at your recording format, access options and security needs.
Does it listen to every call or only some?
Our aim is to assess a much larger share of your calls by the same rules, instead of a few random ones. In the trial we agree on languages, channels and scoring rules together; after that, you decide which calls are reviewed.
How do you protect personal information and privacy?
We plan at the very start where recordings are processed, how long they are kept, how personal details are hidden and who can access them. Sensitive details can be removed from the written transcript, information is used only for the agreed purpose and who accessed it can be recorded.
How do we use the agent reports?
Calls are scored by the rules you set, with summaries by agent, team and topic. Your quality team sees example conversations and the moments where calls went wrong, ready to use in feedback sessions with agents.
How do we start?
First we talk about where the recordings come from, which languages and channels are covered and your quality goals. Then a small trial confirms the topics and scoring rules together. Once the reports are in regular use, we keep monitoring and improving them.
GET IN TOUCH
Let’s work out where to start, together.
Tell us what you have in mind in a few sentences; you don’t need any technical detail. Our team will get back to you shortly, listen to what you need and suggest the right way forward.
iletisim@medyasyon.com