Review more calls.
Keep QA affordable.

What to expect

1. 01

   Bring your recordings

   Import the calls you are authorized to analyze. Start with a representative mix of your customer-service conversations.

2. 02

   Evaluate locally

   Call1 transcribes the audio, separates speakers, masks personal information in text and runs your rubric and Contact Signals.

3. 03

   Check coverage and findings

   See which calls finished processing and which need attention. Review the evidence behind the results.

The goal is 100% of eligible recorded calls evaluated. Your hardware and processing window determine how much you can cover.

What to expect

1. 01

   Define your call reasons

   Create categories, subcategories and the details you want to capture, using the language your team already uses.

2. 02

   Detect the need

   Choose rules and examples or model-based classification for each category. Call1 extracts details from the masked transcript.

3. 03

   Verify and act

   Open the quoted evidence, confirm or correct the finding, and route issues that need a reviewer.

Your team defines the categories and can correct the findings.

What to expect

1. 01

   Read the words

   Text sentiment provides context alongside transcript turns.

2. 02

   Listen to the moment

   Separate audio analysis adds acoustic context. The reviewer can play the corresponding part of the call.

3. 03

   Keep scoring about behavior

   Score observable actions, such as explaining a policy or acknowledging a request. Keep sentiment and tone out of individual QA grades.

Caller sentiment and tone never contribute to an agent’s QA score.

What to expect

1. 01

   Write your criteria

   Turn a policy or observable behavior into a check. Add the policy text needed to interpret it.

2. 02

   Test and publish

   Run a draft rubric against a real call, review the results and publish a version for use.

3. 03

   Review the result

   Check the quote and surrounding conversation. Confirm the finding or save a human correction.

Every verdict needs evidence, and a person can challenge it.

What to expect

1. 01

   Choose what needs review

   Create queue rules for rubric findings, uncertainty or specific Contact Signals.

2. 02

   Assign and inspect

   Claim or assign a case. Read the transcript, play the relevant audio and check the scorecard.

3. 03

   Save the decision

   Confirm, dismiss or correct findings, resolve the case and escalate when a supervisor needs to decide.

Call1 prepares the review. People decide what action to take.

What to expect

1. 01

   Check your environment

   Choose a processing window and suitable hardware. Review the required model files and their terms.

2. 02

   Install and process

   Your team runs the local services and uses the review workspace in a browser.

3. 03

   Manage access and recovery

   Set up accounts, retain recordings according to your policy and assign responsibility for backups and updates.

The local workflow keeps call content in your environment; Call1 requires no standing access to it.

Proposed subscription

1. 01

   Industry models

   Use models tuned for your sector on hardware you control. Updates would be evaluated before release.

2. 02

   Maintained rubric packs

   Start with industry checks, then adapt them to your policies and review process.

3. 03

   Industry vocabulary

   Add sector terminology alongside your own product names and customer-service language.

You subscribe to industry content. The platform stays free, with no per-agent or per-call software charge.