Insights
Method notes
How we measure what customers say, and what the measurements cannot tell you. Numbers with their samples, and limits stated rather than buried.
- Call analysis
Your QA sample rates agents well. It finds themes badly.
Both jobs use the same recordings, so it is reasonable to assume one sample serves both. It does not, and the reason is arithmetic rather than opinion.
9 September 20266 min read
- Method
Two review queues. Only one of them measures anything.
Every vendor says a human reviews a portion of the output. Almost none say how that portion was chosen, and the choice is what decides whether you get a number or a promise.
9 September 20265 min read
- Data model
The agent did not fail. The microphone did.
A quality system that cannot say "I could not tell" will say "no" instead, and the difference between those two answers is somebody's performance review.
9 September 20264 min read