Transcription for call-centre QA leads so you score more calls than you can listen to.
A QA lead can turn a 40-minute escalation call into searchable text in under 2 minutes, since processing runs at roughly 2 minutes per hour of audio, and read it in a fraction of the call's length. A monthly sample of 120 escalation calls averaging 25 minutes is 3,000 minutes, which fits the $24 pack of 5,000 minutes, and the first 20 minutes are free for a first-time visitor.
From the call archive to the scorecard
Read a long call in the time it takes to play its first five minutes.
The calls a QA lead samples
Escalations that run 20 to 60 minutes, complex billing or technical support calls, complaint calls headed for a formal response, and the calls where an agent's handling is disputed. They come out of the phone platform as audio exports; the format varies by system, commonly WAV or MP3, and GSM phone audio is accepted too.
Uploading a batch
Export the sample from your phone system, then upload the files one after another, each up to 10 hours or 5 GB; the box here takes up to 500 MB per file, which a phone call rarely approaches, and upload page handles anything larger. Recordings in a shared Google Drive folder can be pasted as a folder link.
Sampling, counted
A month of 120 escalations averaging 25 minutes is 3,000 minutes, on the $24 pack of 5,000 with 2,000 left. A one-week pilot of 20 calls at 20 minutes each is 400 minutes, which sits on the $6 pack of 500 with 100 to spare, enough to test your scoring before committing.
What each call gives the reviewer
A brief with the reason for the call and its outcome, chapters with timestamps as the call moves from problem to resolution, the account numbers, amounts and dates said aloud, and the questions the customer asked. The agent and the caller are named in the summary and key quotes; search the text for the disclosure line your script requires.
Why listening caps the sample
One reviewer listening in real time can score only a sliver of the calls.
✗ QA by headphones
Each call is played end to end, often at speed, with the scorecard filled in from memory.
- A handful of calls scored per agent each month
- Long escalations skipped because they are long
- Script checks done by ear
- Disputes settled by replaying the whole call
- Coaching notes without exact wording
- Trends spotted only when complaints pile up
✓ Calls as text
Each call readable and searchable, so the sample grows and the scoring cites words.
- A 40-minute call readable in a few minutes
- Script phrases checked by search
- Promises and amounts listed per call
- Coaching notes quoting the agent
- Disputes resolved at the timestamp
- Recurring questions collected across the batch
Sample
A short passage from a long billing escalation.
Illustrative lines written for this page, not from a real call. Times are measured from the start of the exported call.
Export
One transcript. Five clean formats.
Every pack exports all five — no format is held back for a higher tier.
Plain text
De-ummed paragraphs. Ready to paste.
SRT captions
Timed to the speech. Every video editor reads this.
WebVTT
HTML5 player + YouTube uploads.
Show notes
Formatted with chapters and pull-quotes.
Machine-readable
Timestamped text for your own tools.
Pricing
Honest pricing, no surprises.
A pack from $6 (500 minutes) opens the full transcript. After that, no subscription and no auto-renew — every tier is a one-time minute pack, and credits never expire. Buy once, use the minutes whenever you need them.
Casual pack
$6/500 min
8 hours of audio — $0.72 an hour. One-time — credits never expire.
- 500 minutes of audio
- All export formats
- AI chat over the whole transcript
- Executive summary & key quote
Best value
$12/2,000 min
33 hours of audio — $0.36 an hour. Credits never expire.
- 2,000 minutes of audio
- Summary, chapters and key quotes
- All export formats
- AI chat over the whole transcript
Bulk pack
$24/5,000 min
83 hours of audio — $0.29 an hour. Credits never expire.
- 5,000 minutes of audio
- Summary, chapters and key quotes
- API access for batch pipelines
- All export formats
FAQ
Questions QA leads ask.
What about card numbers and personal data said on calls?
That is the caution that matters most in QA work. Calls where a customer reads out card details or identity numbers carry that data into the transcript, so pause-and-resume recording or redaction in your phone system is the safest place to stop it; otherwise delete those transcripts once scored. Recordings are processed on our own servers and never used for training.
Do agents and customers need to know calls are recorded?
Yes, recording a call needs the consent the law where you operate requires, which is why most centres play a recorded notice. Make sure the sample you upload comes from lines where that notice runs.
Does it plug into our phone or QA platform?
No. There is no telephony, QA-platform or CRM connection. Export the calls from your system, upload them, and take the text back as TXT, DOCX or JSON for your scorecard or spreadsheet.
Will 8 kHz phone audio work?
Yes. Narrowband call recordings transcribe, though crackly lines, heavy hold music and crosstalk make some words harder to catch; hold music and tones are left out of the text. For a disputed line, play the audio at that timestamp.
Is each agent labelled on every line?
The summary, key quotes and chapters name the agent and the caller. The transcript body is continuous text with timestamps, so a reviewer reads the turn-taking from the flow of the conversation.
What does a monthly sample cost?
The first 20 minutes of a first-time visitor's upload are free. A pilot under 500 minutes fits the $6 pack, a sample up to 2,000 minutes fits the $12 pack, and a larger monthly sample fits the $24 pack of 5,000. Packs are one-time and unused minutes roll into next month.
Related
More for call recordings
Upload this week's escalations. Score them from the text.
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