What was said to a vulnerable customer?
When a customer mentions a bereavement, an illness or money worries, could you show what your agent said next, on every call where it happened?
Consultancy · Contact-centre insight report
Do you know what your agents said today?Could you prove it?
Most contact centres judge thousands of conversations by the few that someone had time to hear. With an insight report you will know what your agents are doing and saying, and see the evidence: every call in a period you choose analysed against your own scorecard and rules, and every finding backed by the moment it happened.
Run for you by the Elevox CX team, on your rules and your calls.
- Every call analysed
- Your scorecard and rules
- Evidence you can play
- Reviewed by experts
The blind spot
You hear a handful of calls. Your customers are on every one.
Quality teams do careful work, but they can only listen to so many calls, often a few per agent each month. Everything else, the excellent and the risky, goes unheard, so decisions rest on anecdote and the loudest complaint.
A typical quality sample
A few calls heard. The rest go unheard.
Your insight report
Every call in the period analysed.
- A call heard or analysed
- A call nobody heard
An illustration of how sampling works, not data about any contact centre.
Questions a sample can't answer
Were the disclosures read?
Required statements, identity checks, the key information a customer must hear: do you know how often they were missed, and where?
Why do customers call back?
Every repeat call costs you twice. Which reasons, processes and answers send customers back to the phone?
What do your best agents do differently?
Your strongest agents have habits worth copying. Could you name them, and play an example to the team?
How it works
From your rules to your roadmap, in five steps
You tell us what good looks like and send us the calls. We do the heavy lifting and come back with the evidence and a plan.
1. Set up with your rules
We configure the platform with you: your scorecard, reasons for contact, topics and policies, and the vulnerability and compliance rules you work to.
2. Send us your calls
Calls from the period you want to understand: straight from Amazon Connect, or recordings from any platform with a simple list of agents and teams.
- Available nowCalls straight from Amazon Connect
- Available nowUpload a batch of recordings
3. Every call analysed
Each conversation is transcribed, redacted and scored against your scorecard, with silence, holds, talking over and pace measured from the audio.
4. Read in depth, reviewed by experts
A stratified sample of hundreds to thousands of your calls is read in depth by our most capable AI tier. Experts then review every finding and its evidence before you see the report.
5. Your report, then the follow-up
You receive the report in the app and as a branded PDF. A follow-up report on a later period measures what changed.
What's in the report
Your contact centre, explained in one report
A detailed report built around your questions: how your contact centre works today, how well it serves customers, and what to do next. Every finding is backed by numbers and by evidence you can play.
1Understand
How it works today
How your contact centre really runs
Volumes, handle time, talk, silence, hold, talking over and transfers, by team, queue and time of day.
Why customers call
Reasons for contact and topics, by volume and by the effort they cost.
Why they call back
Repeat contact traced to the reasons, processes and answers behind it.
Sentiment and effort
How customers felt, where calls turned, and what made them hard work.
2Assess
How well it serves customers
Quality against your scorecard
Every criterion, by team and agent, with the calls behind each result.
What your best agents do differently
The habits that set your strongest agents apart, with examples to share.
Compliance and vulnerability
Required statements, identity checks, and how customers in vulnerable circumstances were treated.
Process and knowledge gaps
Where policies, systems or knowledge let agents and customers down.
3Act
What to do next
Automation opportunities
Contacts that could be prevented, simplified or moved to self-service.
A coaching plan
Priorities for each team and agent, built from their own calls.
Quick wins
Changes you can make straight away, ranked by their likely impact.
A 30/60/90-day roadmap
What to do and in what order, with each opportunity sized from your calls and the assumptions stated.
Delivered your way
In the app
Drill down from any chart to the calls behind it, and play the moment each quote comes from.
As a branded PDF
The complete report, ready to share with your board, your risk team and your sites.
A follow-up report, if you want one
The same analysis on a later period, with the same rules, to measure what changed.
A look inside
Numbers you can check, evidence you can play
An illustrative page of a report. Every chart opens the calls behind it, and every finding carries quotes that play the recording from the moment they were said.
Why you can trust it
Evidence, not opinion
A report is only as good as the proof behind it. Ours is built so that you can check every claim yourself.
- 38%A number, with its sample size and interval
- Finding 3The finding it supports
- 112 callsThe calls behind it
- 02:14The moment you can play
Every number calculated from your calls
Volumes, durations, rates and scores are calculated from your own conversations, each with its sample size and a confidence interval. Nothing is borrowed from other contact centres.
Every finding linked to the moment it happened
Each finding cites the calls behind it, with quotes that open the recording at the right second, so you can hear it for yourself.
Experts review every report before you see it
Our experts check the findings, the evidence and the recommendations, and take out anything that does not hold, before the report reaches you.
Security and privacy
Your calls, protected at every step
The report runs on the Elevox CX platform, with the controls it has in place today.
Processed in the UK or the EU
Your calls are stored and processed in the UK or the EU, and stay under your data processing agreement, which sets out the purpose and how long they are kept.
Redacted before analysis
Card numbers and personal details are removed from transcripts, and from the audio where you choose, before any AI model reads them.
Encrypted at rest and in transit
At rest with keys for each class of data, and in transit with TLS 1.2 or later.
Never used to train AI models
Your calls are used for your report, as your data processing agreement sets out, and never to train AI models.
Kept only as long as agreed
Recordings and transcripts are deleted on the retention schedule agreed with you.
Isolated and audited
Your calls sit in a workspace of their own, isolated from every other, with every action recorded in an audit log.
FAQ
Questions about the insight report
Who is the insight report for?
Contact-centre, operations, quality and risk leaders who want an evidence-based view of their contact centre: before a transformation or a platform change, ahead of a review, or simply to see what is really happening on their calls.
Do we need to use Elevox CX ourselves?
No. The report is a service our team runs for you on the Elevox CX platform. You explore the finished report in the app and keep the PDF. If you later want to analyse every call yourselves, we can talk about the platform.
Which calls can you analyse?
Calls straight from Amazon Connect through our integration, or recorded calls from any platform that can export them, uploaded with a list of agents and teams. We agree the period and the teams with you. Every call in the period is analysed, and a stratified sample of hundreds to thousands is read in depth, so each figure comes with its sample size and a confidence interval.
What do you need from us?
Your scorecard if you have one, your reasons for contact and policies, the vulnerability and compliance rules you work to, and the recordings. We set up the rest with you.
How long does it take?
It depends on the number of calls and the questions you want answered. We agree a timeline with you when we scope the report.
Can we rely on what the AI finds?
You don't have to take it on trust. Every number is calculated from your calls, with its sample size and a confidence interval; every finding links to the calls and moments behind it, so you can listen for yourself; and experts review every report before you see it.
Will the report tell us whether we are compliant?
No. The report does not certify anything and is not legal or regulatory advice. It shows you the evidence, such as how often required statements were made and how customers in vulnerable circumstances were treated, so your compliance and risk teams can reach their own view.
Can we measure the effect of the changes we make?
Yes. An optional follow-up report repeats the analysis on a later period with the same rules and measures what changed.
What does it cost?
It depends on the number of calls, the period and the depth of analysis you need. Tell us about your contact centre and we'll send you a proposal.
What happens to our recordings afterwards?
They stay under your data processing agreement: kept only for as long as it says, then deleted, and never used to train AI models.
Contact-centre insight report
Your customers heard every call. Now you can too.
Book an insight report: know what your agents are doing and saying, see the evidence for every finding, and measure what changes with a follow-up.