Use case
Give contact-centre QA a consistent starting point
When reviewers interpret a scorecard differently, teams struggle to compare findings or decide what to coach. EchoAudit helps make the criteria explicit and presents assessments with evidence for managers to review.
Make the rubric observable
Replace vague criteria such as good service with specific behaviours. For example: did the agent confirm the customer's request before proposing the next step? Define what counts as evidence and when a criterion does not apply.
Review more than the total score
Use criterion-level findings and supporting evidence to identify where the conversation met the standard and where it needs investigation. A possible policy breach should receive human review before action is taken.
Calibrate before expanding
Select representative call types and have reviewers agree on expected outcomes. Compare AI results against those expectations, including short calls, incomplete conversations and unclear recordings.
Measure the review process
Track review time, criterion-level agreement and the share of calls requiring escalation in your own evaluation. These measures help assess fit; they are not promised EchoAudit performance results.