Find the reasons customers keep calling.

Group caller needs into categories your team defines. See recurring issues, extract useful details and open the words behind each finding.

For your team: Your team defines the categories and can correct the findings.
Audience: QA leads, reviewers and operations teams in 100-agent customer-service contact centers.

Why it matters

A scorecard checks whether an agent followed policy. Contact Signals helps you understand what brought the customer to you: a missing order, a refund request or a problem that was never resolved.

Use that wider view to choose which process to investigate. If delayed deliveries keep appearing, your team can open the relevant calls and check what is going wrong.

How it works

01
Define your call reasons
Create categories, subcategories and the details you want to capture, using the language your team already uses.
02
Detect the need
Choose rules and examples or model-based classification for each category. Call1 extracts details from the masked transcript.
03
Verify and act
Open the quoted evidence, confirm or correct the finding, and route issues that need a reviewer.

What’s included

Your own taxonomy

Adapt categories to your operation and test changes against recent calls before activating them.

Useful details

Capture fields such as the requested next step. Extracted fields must be supported by the transcript and pass personal-information controls.

Trends and alerts

See recurring caller needs in metrics and use signal-triggered queue rules to bring selected findings to reviewers.

Your data

Classification runs locally on masked text. Your recordings and custom categories are not automatically shared with Call1 or other customers.

Masking can miss sensitive information. Check it on your recordings and limit access to call content.

Before you roll out

Test the categories that matter

Review correct hits, false alarms and missed needs across your main call types. A good delivery classifier may still need work on returns.

Keep the evidence close

Check extracted details against the actual words before changing a process or using a finding in coaching.

Availability

Custom categories, field extraction, feedback and review rules are in the free local platform.
Industry Advantage would add maintained industry content. Your own categories remain free to create and use.

Questions for your team

01
Do the categories match the reasons customers actually call?
02
Which repeated issues deserve a queue rule or a process review?
03
Can a reviewer quickly verify and correct the extracted details?