A customer says “thanks” at the end of a call… but were they really happy?
Fair enough if you answered yes. But how confident are you that the rest of your customer interactions are hitting the mark?
Maybe the agent ticked all the boxes, said the right things but the customer still left frustrated. Or maybe the call seemed fine on the surface, but a key step was missed and now you’ve got a follow-up complaint.
The thing is, if you’re only reviewing a small sample of conversations, how would you even know?
That’s where automatic QA makes a difference.
It helps you see the full picture by giving you a deeper understanding of what’s really happening, without needing to check every single interaction manually.
So, what is automatic QA?
Automatic QA goes a step beyond spotting if a customer sounds happy or annoyed. It’s a tool that uses AI to review and score customer conversations across every single one of your channels, so you get a holistic view of how your customers are experiencing your business.
Automatic QA digs deeper into the stuff that really matters:
- Did the agent follow the process?
- Was the issue properly resolved?
- Did they miss something important?
- Should it have been escalated?
Imagine getting every single conversation reviewed, without lifting a finger.
Read more about Automatic QA here
How it works
First, it captures all your customer interactions, calls, chats, emails, socials, the lot.
Then it gets to work:
- Analyses the transcript, tone, and key moments in the conversation
- Checks everything against the criteria you care about, such as compliance steps, tone of voice, or whether the issue was solved
- Flags missed actions or signs of customer frustration
- Scores every interaction so you can spot what’s working and what needs fixing
And all that feedback gets pulled into clear, easy-to-read reports that show you what’s really going on.
So, why does this matter?
Let me show you some of the things automatic QA can help you do:
Genuinely, understand your customers
- Not just what they said, but what happened in reality
- Spot common issues before they become much bigger problems
- See where things fall apart, and where they go right
Support your agents (and make things more consistent)
- Score every call fairly—no guesswork or bias
- Identify where coaching is needed
- Highlight what your team is doing well too, not just the bad stuff
Save time and focus where it counts
- No more manually checking 1 in every 50 calls
- Automatically flag the stuff that needs your attention
- Let your QA team focus on the bigger picture
Improve service across the board
- Fix problems early
- Clean up broken processes
- Make better decisions based on what’s happening
A quick example
Melissa calls about a missed appointment, she’s just had some work done on her apartment and booked a deep clean that never happened.
The agent she speaks to is polite, the call feels calm, so on the surface, everything seems fine.
Basic sentiment analysis might mark it as neutral so if you were only checking for keywords or tone, you’d probably move on. But automatic QA picks up the important bits that got missed out.
The agent didn’t log a complaint, and no follow up was scheduled. Further to this a refund wasn’t offered even though it should have been.
Now the QA team has the full picture, they can pass this back to the agent to fix the issue and follow up with Melissa before she leaves a bad review.
All that insight and no one had to manually take time out to listen to the call.
Final thoughts
Most customers won’t tell you when something feels off. They might not realise an agent skipped a step or left them confused.
On the surface, the call might sound fine, but in reality, the experience wasn’t.
And if you’re only checking a small percentage of interactions, those moments are easy to miss. Little gaps add up, patterns slip through and suddenly your customer experience isn’t what you thought it was.
Automatic QA helps you spot all of that. It shines a light on the stuff you can’t always see, the kind of things that don’t show up in a spreadsheet or a CSAT score.
If you don’t know what’s going wrong, how can you expect to make it better?
Want to know what your conversations are really saying?
With QContact’s automatic QA, you don’t have to guess.
No more digging through random calls hoping to catch an issue.
Let us show you how it works.
