Call analysis
Every call leaves behind something that can be read, searched and sent on
Transcript, recording, summary, conversation tone and the fields you request. You do not need to listen to the call to find out what was agreed.
- Result
- Request a quote
- Tone
- Neutral, tending towards positive
- Field: city
- Vienna
- Summary
- The client asks for the price for a large batch and wants to be called tomorrow.
What is kept on each call
Transcript
The entire dialogue, line by line, with who said what. It can be searched in the panel.
Recording
The audio of the conversation, for the people you give access to, for the period established in the contract.
Summary
A few lines about what the person wanted and what was agreed, written after the call.
Conversation tone
A signal whether the discussion was calm or tense, useful for quickly finding calls to listen to again.
Extracted fields
The data you define: name, address, desired time, reason for refusal. Each becomes a column.
Success criterion
You define what a successful call means, and each call is marked according to this criterion.
Where do the data go
The result matters only if it reaches where the team works.
- The Kallina panel
- Call history with filters, transcriptions, recordings and summaries.
- CRM
- amoCRM, Bitrix24 or Zoho: the note with the summary and result is attached to the lead or contact.
- Google Sheets
- For campaigns, the result is written on the row of the called contact.
- Webhook
- Call data go to your system in structured form, immediately after the call ends.
How they are used in practice
Improving the scenario
Read the calls in which the agent transferred. Usually this shows what is missing from the knowledge base.
Quality control
Listen again to calls marked as tense or unsuccessful, not to a random sample.
The report for management
How many calls, with what result and what people ask for most often, from the structured fields.
Frequently asked questions
Is the transcription perfect?
No. Proper names, background noise and mixed-up phrases can produce errors. The summary and fields are checked on test calls before launch.
How long do you keep the recordings?
For as long as established in the contract with you. On request, a contact's data are exported or deleted.
Is the recording notice heard in the audio file?
Not always. Proof that the notice was spoken is kept separately, for each call that passes through Kallina telephony.
Can we define custom fields?
Yes. Describe what you want to find out from the call, and the field appears on every call and in exports.
Do you analyse calls made by our operators too?
This page describes calls handled by Kallina agents. For other calls, we discuss separately.