Call Center QA Platform
Traditional Call Center QA is Broken and Here’s Why
Imagine trying to improve call center performance while reviewing just 2-5% of customer calls manually.
That’s how most call centers operate today—leading to compliance risks, lost revenue, and missed coaching opportunities. Slow feedback loops, limited sample sizes, and human error make it nearly impossible to track agent performance effectively.
But what if you could analyze 100% of interactions in real time, spot performance gaps instantly, and coach agents with AI-driven insights?
That’s exactly what Perch Insights delivers with QAI (Quality Assurance Intelligence)—a proprietary, AI-powered voice analytics solution developed in partnership with FPS.
The Biggest Challenges in Call Center QA
Most contact centers struggle with outdated QA processes that don’t scale. Here’s why:
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Limited Call Sampling
Reviewing only 5% of calls leaves 95% of insights untapped.
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Slow & Manual QA Reviews
Agents get delayed feedback, missing coaching moments.
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Compliance Risks
Inconsistent monitoring increases legal vulnerabilities.
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QA Data in Isolation
Most QA solutions focus only on call scoring, missing the bigger picture.
Most contact centers struggle with outdated QA processes that don’t scale. Here’s why:
The Problem with Call Center QA Data in Isolation
While traditional QA data helps improve agent performance, its value is limited when viewed in isolation. Most QA platforms can tell you which agents follow scripts or how often compliance violations occur, but they fail to connect these insights to broader business outcomes.
🔹 Is low agent performance affecting customer retention?
🔹 Are compliance risks correlated with churn or customer satisfaction scores?
🔹 Do agents who struggle with script adherence also have lower conversion rates?
This is where Perch Insights goes beyond traditional QA.
Introducing Perch Insights: The Only QA Solution That Connects Data Across the Entire Customer Journey
From Raw Data to Actionable Strategies
Unlike standalone QA tools, Perch unifies QA data with customer interactions, sales performance, churn trends, and marketing data to uncover relationships that other platforms miss.
What Makes Perch Different?
- AI-Powered QA with 100% Call Coverage – Never miss an insight again.
- Real-Time Compliance Tracking – Avoid costly fines and regulatory risks.
- Automated Agent Coaching – Deliver personalized feedback instantly.
- Cross-Platform Data Integration – Unites QA scores with CRM, sales, and marketing data.
- Root Cause Insights – Pinpoint exactly where performance issues impact revenue.
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Did You Know?
📉 75% of B2B companies struggle with fragmented customer data, limiting their ability to optimize engagement and drive revenue growth.
Result? Faster coaching, lower compliance risks, and business intelligence that goes beyond just QA.
How It Works: A 3-Step AI-Driven Process
Why Traditional Analytics Fall Short
Many businesses struggle to extract real value from their data because traditional analytics tools fail to account for B2B complexity.
Common Challenges:
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Step 1: AI Listens to 100% of Calls 🔍
Perch’s AI analyzes sentiment, script adherence, objection handling, and compliance risks across every conversation.
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Step 2: AI Scores & Connects QA Insights to Business Performance 📊
Perch detects top-performing agents, high-risk behaviors, and coaching gaps, while seamlessly integrating QA insights with sales, retention, and marketing data.
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Step 3: Take Action with Automated Coaching & Revenue Optimization 🚀
Perch delivers instant agent feedback and compliance warnings before issues escalate, uncovering trends that drive sales growth, reduce churn, and optimize marketing strategies.
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The Data Doesn’t Lie
- 83% of agents say their current QA program doesn’t help them improve customer satisfaction.
- 7 out of 10 companies believe their QA program is broken.
- Manual QA processes cost companies thousands in compliance penalties and lost efficiency..
Real-World Results: How Perch Insights Drives QA & Business Success
Case Study: A Leading Telecom Provider Increase Save Rates by 12%
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The Challenge:
A major telecom provider struggled with high call transfers, compliance risks, and low agent save rates. Their manual QA process only analyzed 3% of calls, missing key insights that could improve performance.
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The Perch Solution:
Using Perch’s AI-driven QAI system, they automatically analyzed 100% of calls, identifying specific agent behaviors linked to low retention rates. AI-driven coaching provided real-time script adherence corrections and personalized feedback for struggling agents.
Metric | Before Perch | After Perch | % Improvement |
Calls Reviewed | 3% (Manual Sampling) | 100% (AI-Powered Analysis) | 🔼 3,233% Increase |
Save Rate | 55% | 67% | 🔼 +12% |
Compliance Violations | 7 per 1,000 calls | 2 per 1,000 calls | 🔽 -71% Reduction |
Agent Coaching Time | 6 hours/week | 2 hours/week | 🔽 -67% Faster Training |
📢 “With Perch’s AI-driven QA, we’ve improved agent retention strategies, compliance, and overall call efficiency—while cutting manual review time by over 60%.” – Contact Center VP, Leading Telecom Firm
Why Choose Perch Insights? The Key Differentiators
Traditional QA vs. Perch Insights: A Side-by-Side Comparison
Feature | Traditional QA | Perch Insights AI-Powered QA |
Call Coverage | 2-5% of calls | 100% of calls analyzed |
Agent Feedback | Delayed (weeks) | Instant real-time feedback |
Compliance Tracking | Manual review | Automated AI-powered monitoring |
QA Data | Standalone call scoring | Connected to sales, retention & CX |
Root Cause Analysis | Limited insights | AI-driven insights across customer journey |
Scalability | Not scalable | Fully automated & scalable |
Who Benefits Most from Leveraging Perch Insights for Call Center QA?
Real-World Success with Perch Insights
Different teams within an organization can leverage Perch Insights to improve efficiency and drive revenue growth.
- Customer Support Centers – Improve service quality and reduce handling times.
- Sales-Driven Call Centers – Boost conversion rates by analyzing agent techniques.
- Regulated Industries (Finance, Healthcare, Telecom) – Automate compliance monitoring to avoid costly penalties.
📊 Case Study Highlight:
A financial services firm using Perch Insights reduced misinformation-related cancellations from 11% to 9%, increasing offer acceptance rates by 20%.
Try Perch Insights for Free: Get 1,000 Calls Analyzed!
Want to see the impact of AI-powered QA on your call center?
We’re offering a free analysis of 1,000 calls through our QAI system.
📢 What You’ll Get:
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A full breakdown of agent performance, compliance risks, and customer sentiment.
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AI-powered insights to improve training, coaching, and conversions.
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A custom QA report tailored to your business needs.
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Smarter data. Smarter decisions. Smarter business.
