AI call QA for telecom support and retention teams

Telecom support floors handle a steady stream of short, repetitive calls: plan queries, network complaints, billing disputes and cancellation requests. The volume is high and each call looks alike, which is exactly why a small manual sample misses what matters. CallPulse scores every call against your rubric, so supervisors see the calls that went wrong instead of a random few.

Where telecom QA breaks down

• Most calls are routine, so reviewers sample a thin slice and the unusual call, the one that ends in a complaint, is rarely in it.
• Retention calls hinge on a few moments: was the cancellation reason asked, was a relevant offer made, was the customer left with a clear next step.
• Customers switch between Hindi and English mid-sentence, and plan or tariff names are spoken in English.
• Repeat contacts hide behind closed tickets, so first-call resolution is guessed rather than read from the call.

What you score with CallPulse

1. Opening and verification. Greeting, customer identification before account details are shared.
2. Issue handling. Was the actual problem identified and confirmed before a fix was offered.
3. Retention behaviour. Reason for leaving asked, objection handled, offer made where your policy allows it.
4. Process and disposition. Correct reason code and notes captured with each call.
5. Closing. Resolution confirmed, next step stated.

CallPulse scores calls against QA parameters you define, and fatal criteria sit outside the weighted score. You bring the rubric. Hindi, English and Hinglish calls are scored in the same pass.

What supervisors get

• A ranked list of flagged calls with the criterion that failed.
• A turn-by-turn timeline so a reviewer jumps to the moment instead of replaying the call.
• Patterns by team, queue and call reason, so coaching goes where the defects cluster.

Pair QA with voice automation

Simple status and information calls can be handled by Qualia Voice, with a warm handoff to a human agent when the call needs one. The same rubric can score the human and the AI-handled calls. See why sampling fails for the underlying coverage problem.

Works with what you already run

CallPulse sits on top of your existing telephony setup. Transcript encryption is available, and access is role based. Go-live is measured in days.

FAQ

Can we use our own telecom QA scorecard?

Yes. You set the criteria, weights and fatal checks, and CallPulse scores against them.

Does it work for retention and win-back calls?

Yes. You can score the retention steps you care about, such as whether the reason for leaving was asked and the next step was stated.

Does it handle mixed Hindi and English?

Yes. CallPulse supports Hindi, English and Hinglish.

Do we have to change our telephony?

No. CallPulse works with your existing telephony setup.

What should we measure first?

Start with the parameters that already drive your coaching. See BPO quality parameters that move outcomes.