Solution

    Score every call, not the ones you had time for

    Call recordings are transcribed and evaluated against your scorecard, returning criterion-level scores with the quoted moment behind each one.

    For contact centre and operations leaders

    What call evaluation covers

    Opening and identification

    Greeting, verification, and required disclosures.

    Discovery and accuracy

    Whether the right questions were asked and the answer was correct.

    Empathy and tone

    Acknowledgement, ownership, and language quality — with the quote as evidence.

    Process adherence

    Required steps, notes, escalation rules, and system actions.

    Resolution

    Was the issue closed, and did the customer understand the outcome?

    Critical failures

    Policy or regulatory breaches flagged across full volume.

    What changes operationally

    Coverage

    Every call is scored, so trends are real rather than sampled.

    Speed

    A review that took around 25 minutes completes in about 3 minutes end to end.

    Consistency

    Identical criteria applied on every call, on every shift.

    Analyst focus

    Reviewers spend time on calibration and coaching, not transcription.

    See what Kynesis can uncover in your customer interactions and AI systems.

    Customer support QAAnalytics