AI Quality Assurance - FlyFone Call Center Solution on Cloud for Global Businesses

Why it matters

Manual QA is too slow, too thin, and too late

1-2%

of calls get reviewed with
traditional manual QA

98% of interactions go completely unmonitored.

2 days

average time to complete
a call audit manually

By the time feedback reaches agents, the moment has passed.

76%

of call centers plan to expand
AI and automation in QA

Teams still on manual reviews are already falling behind.

Platform

AI that scores every call - not just the ones you find time for

Automated Call Scoring - 100% Coverage

Every call scored automatically against your custom QA scorecard the moment it ends. No sampling. No queues. No waiting for a QA analyst to have availability. FlyFone's AI evaluates tone, script adherence, empathy, resolution quality, and compliance in every interaction - giving managers complete visibility across the entire team.

100% coverageCustom scorecardAuto-scoreInstant results

AI Transcription & Speech Analytics

Every call transcribed automatically in real time. Search, filter, and analyze conversations by keyword, topic, sentiment, or outcome.

Full transcriptionKeyword searchTopic clustering

Sentiment Analysis

Detect customer frustration, satisfaction, and tone shift during and after every call. Flag negative sentiment for immediate supervisor review.

Real-time sentimentFrustration detectionTrend tracking

Keyword & Compliance Alerts

Define keywords, phrases, or compliance triggers. Get instant alerts when an agent misses a required disclosure or uses prohibited language.

Compliance flagsKeyword alertsCancel intentCompetitor mention

Agent Coaching Dashboard

Every agent gets a personal performance view - scores, trends, and evaluator comments over time. Managers assign targeted coaching sessions from flagged calls.

Per-agent scoresTrend viewCoaching sessionsProgress tracking

Customizable QA Scorecards

Build scorecards that match your business - by team, channel, campaign, or compliance requirement. Weight categories differently for sales vs. support vs. compliance.

Custom categoriesWeighted scoringMulti-teamPer-channel

Performance Analytics & Reports

Team-level and agent-level dashboards showing QA trends, score distributions, top performers, and areas needing improvement.

Team dashboardScore trendsExportQBR-ready

Teams that stopped flying blind on quality

100% calls reviewed (was 2%)

"We went from reviewing 20 calls a week manually to scoring every single call automatically. We found coaching opportunities we never would have caught."

Rachel M.

QA Manager, insurance call center

↓ 67% audit time

"Call audits that used to take two days now take four hours. Our QA team spends time coaching, not reviewing spreadsheets."

Daniel O.

Head of Operations, financial services

↑ CSAT from 71% to 89%

"Once we could see patterns across all calls - not just a random sample - we fixed the root causes. CSAT jumped 18 points in three months."

SK2

Sofia K.

Customer Experience Director, SaaS platform

Use Cases

Built for every team that cares about call quality

↑ Full coverage. Zero blind spots.

Replace random sampling with 100% automated scoring

Compliance flags surface instantly - not in next week's audit.

Every call scored against custom scorecard automatically

Compliance keyword alerts triggered in real time

Flagged calls routed directly to QA analyst queue

Full audit trail for regulatory review

Coach faster. Improve consistently.

Let AI surface the moments that matter

Stop spending hours finding calls to review. Coach agents with evidence, not guesswork.

Agent performance dashboard updated after every call

Coaching sessions assigned directly from flagged calls

Side-by-side comparison of top and underperforming agents

Weekly trend reports delivered automatically

Turn call data into business intelligence.

Understand what's working across your entire team

Which scripts convert, where customers churn, and what separates your top agents from the rest.

Sentiment trends by campaign, product, or time period

Cancel intent and competitor mention alerts

Script adherence rates by agent and team

QBR-ready reports with exportable data

International standards,
local data residency

End-to-End
Encryption

GDPR
Compliant

PCI DSS

SOC 2
Type II

HIPAA
Ready

AWS Global
Infra

Pricing

Pay only for what you use

No fixed seats. No long-term contracts. Scale up or down instantly - you only pay for active agents and minutes used.

✓No setup fees

✓No minimum commitment

✓Cancel anytime

✓14-day free trial

✓Scale from 1 to 10,000+ agents

✓Volume discounts available

Start Free Trial Get Custom Quote

FAQ

Common questions about AI Quality Assurance

Everything you need to know before automating your QA process.

100%. Unlike manual QA which typically reviews 1-2% of calls, FlyFone's AI scores every single interaction automatically as soon as it ends - with no additional headcount required.

Yes. You build your own QA scorecard - categories, weights, and criteria - based on your team's standards. Common categories include script adherence, tone and empathy, resolution quality, compliance disclosures, and call closing. Separate scorecards can be created for different teams or channels.

FlyFone's AI analyzes vocal tone, pacing, and language patterns throughout each call to detect customer sentiment in real time. Calls with detected frustration, escalation risk, or negative outcome are automatically flagged for supervisor review.

Yes. Each agent has a personal performance dashboard showing their scores, trends over time, and evaluator comments. Transparency in scoring improves agent buy-in and makes coaching conversations more productive.

FlyFone AI QA is built natively into the FlyFone platform - all call recordings are analyzed automatically. For teams using external recording systems, API integration is available. Contact our team for custom integration options.

Making Communication Perfect

Stop Sampling 2% of Calls.
Score 100% of Them.

Manual QA is too slow, too thin, and too late