The OttoQA Infographic

Rachel's Monday.

Same ops manager. Same 35 agents. Same calls. The left side is fading. The right side is what changes.

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Rachel Kowalski
Ops manager at a 35-seat center. Healthcare scheduling and insurance verification. Promoted because she was the best agent. Running QA in spreadsheets. Her boss wants better data. Her agents want fair coaching. Sound familiar?
Without OttoQA
With OttoQA
8:02 AM — Rachel logs in

Opens the spreadsheet. Picks 6 random calls for the week.

Out of 2,000+. She chose these because they fit between meetings. Not because they mattered.

I know 6 calls isn't enough.

Opens OttoQA. Every call from last week is already scored.

Her exact QA form. AI reasoning for every answer. Voice, chat, email. Sorted by score, agent, issue.

I can see everything. Every channel. I'm not guessing.
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This is the part where most ops managers tell me they didn't know this existed for a center their size.
9:47 AM — Scoring calls

Listens to a call. 8 minutes. Form. 20 minutes gone.

Scores it 78. Not sure about two questions. Gives the benefit of the doubt because she's behind.

Sarah would give this an 82. Neither of us is wrong.

Score. The why. Sentiment. CSAT. NPS. Summary. 30 seconds.

"Agent answered promptly with clear greeting." Areas to improve. Areas done well. Customer: neutral. Agent: positive. CSAT: 4.0. Full summary.

Score, why, sentiment, prediction, summary. No headphones.
11:14 AM — The director wants numbers

How's CSAT? She doesn't know.

8% survey response. Data on 1 in 12 customers. She shows numbers she doesn't trust.

I'm presenting data I don't trust to someone making decisions from it.

CSAT and NPS predicted on every call. No survey.

From content, sentiment, behavioral signals. 100% of calls. Real trends. Her director gets the truth.

I can finally answer that question and mean it.
11:48 AM — Compliance

Finds one miss. Out of 6 calls. How many did she not find?

HIPAA is non-negotiable. But she's hearing 2%. If they get audited, she can't say they checked every call.

If we get audited, I have nothing.

3 issues flagged. Exact moments. Documented. PII masked.

PHI without masking on two calls. One skipped disclosure. Flagged with words, moment, deduction. Auto-masked PII. Audit ready.

I found issues I never would have caught. And I have documentation.
1:15 PM — Coaching Marcus

One call from 2 weeks ago. "Be better at verification."

He nods. Doesn't remember the call. She's said this before. Can't prove it's a pattern.

Third time I've said this. Nothing changes.

"Skipped verification on 9 of 12 calls. 75% frequency."

Auto-generated coaching plan. She shows him the calls. He reads the AI explanation. Sees the pattern himself.

He can see it himself. I'm not guessing. Neither is he.
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The coaching plan writes itself. Specific behaviors. Frequency. Tied to real calls.
1:52 PM — The team-wide view

No idea what's happening across the team.

Is hold time systemic or just Marcus? Can't tell from 6 calls per agent.

I'm staring at trees. I can't see the forest.

Verification is down across the team. Not just Marcus.

Hold times spiked Wednesday. New hires score 12 points below tenured agents on empathy. Whole operation. One view.

Now I know what to focus the team huddle on. Data, not gut.
2:22 PM — The top performer

Priya is crushing it. No data to show her why.

QA is all negative. Agents only hear when they messed up. Nobody tells Priya what makes her great.

I wish I could show them what they're doing well.

"Highest empathy scores on the team this week."

"Excellent active listening." "Guided customer through the entire process." Priya sees exactly why she's great. So does the team.

She knows what she's doing right. The team sees what great looks like.
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QA shouldn't just catch what's wrong. It should show what's right.
3:38 PM — Back on the phone

Marcus goes back. Same habits. Customers are the practice.

Same coaching in 2 weeks. Real customers absorb every mistake between now and then.

I'm using real customers to train my agents.

Marcus practices the verification call. With AI. 3 reps.

Redo recreates the exact scenario. Angry patient. Verification required. He nails it on the third rep. Before his next shift. No real customer involved.

He's ready before his next call. Not learning from his next mistake.
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Nobody else has this. Redo is a game that only OttoQA plays.
5:04 PM — Rachel goes home

3 calls scored. 22 left. Tired. Behind.

Coached one agent on old news. Director got bad data. Nothing changed.

I know we need better QA. I just don't have the bandwidth.

Every call scored. Two coached. One recognized. One practiced. Real data delivered.

Compliance documented. Director happy. Marcus improved. She didn't put on headphones once.

I actually did the job I was hired to do today.

Same Rachel. Same 35 agents.
Different Monday.

This is what happens when a contact center your size gets the tools that used to be reserved for the enterprise. No IT. No annual contract. Live in days.

Book a Demo → Back to OttoQA.com
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That's Rachel's Monday. What does yours look like? I'm Otto. Ask me anything about your QA setup, your team size, or how this would work for your operation. No forms. Just a conversation.