Customer Care Quality Monitoring: from 3% to 100% of calls checked, at the same budget
A multi-country insurance group checked only 3% of its calls by hand. AI now checks every call in six countries and six languages, and flags issues within 24 hours.
Background: 97 of every 100 calls were never heard
The client runs call centers in six countries, each in its own language.
- The quality team checked about 3% of calls by hand, close to the regulatory minimum.
- The other 97% of calls were never reviewed.
- Problems took about a month to surface.
How quality monitoring works now
Every recorded call goes from the phone system to the AI.
The AI listens in the call's own language, with no translation step.
It checks every call for compliance, script adherence and customer mood.
Problems are flagged in real time and sent to the quality team of the right country.
The system spots patterns across all six countries.
The results
- 3% → 100%share of calls checked.
- 1 month → 24 hourstime to react to an issue.
- Same budgetfull coverage for the cost of the old sample.
- 6 countries, 6 languagesone system.
What this means for call centers in regulated industries
Spot checks show a small part of what happens on the phone. When AI checks every call, compliance risks, script problems and unhappy customers surface within a day, and your quality team spends its time fixing them.
- Free 30-minute callWe tell you whether AI pays off.
- Fixed price from €5,900Scope and price in writing, excl. VAT.
- Live in about 6 weeksBuilt on the systems you already use.
Questions about this project.
Prefer to write? Send a description or documents to start@aqunama.com.
What is AI call quality monitoring?
AI listens to every recorded call, checks compliance, script and customer mood, and flags the calls that need attention.
How many calls does it check?
All of them. In this project, coverage went from 3% to 100% of calls.
Which languages does it understand?
More than 30 languages, including Czech and English. In this project, six languages across six countries.
What does it check?
Compliance with rules and regulations, how closely agents follow the script, and how the customer feels during the call.
How fast are problems found?
Within 24 hours, instead of about a month.
What does full coverage cost?
In this project, checking 100% of calls cost the same budget as the old 3% sample. Projects start from €5,900 excl. VAT, with a fixed scope and price.
Does it connect to our phone system?
Yes. It takes the recordings from the phone system you already use.
How are recordings handled under GDPR?
Recordings are processed under GDPR, and every project includes a GDPR and EU AI Act check.
What would you learn from every one of your calls?
In a free 30-minute call we look at your process with you and say where AI pays off first. Free and non-binding.
Prefer email? start@aqunama.com. We reply within one business day.