Your brand voice is on the phone. Is anyone listening?
Peak season doubles your call volume. QA drops to zero. CSAT drops next. By the time you see the survey results, the damage is done.
Holiday season kills your QA. And your reviews.
"We stop doing QA during peak season."
Call volume doubles from November through January. Everyone's on the phones. Your QA person is taking calls too. QA goes to zero for 8 weeks straight. By January, bad habits are baked in and your CSAT is in the ditch.
QA doesn't stop. Ever.
OttoQA scores every call whether you're handling 200 or 2,000 a day. Your busiest weeks get the same quality monitoring as your slowest. When peak season ends, your agents haven't drifted. Your CSAT hasn't tanked.
"Our brand voice is inconsistent across agents."
Some agents sound like your brand. Warm, helpful, on-point. Others sound like they're reading a script from 2015. Others sound like they'd rather be anywhere else. You can't hear it across 1,000 calls a week.
Score brand voice on every interaction.
OttoQA evaluates tone, language, and energy against your brand standards on every call. See which agents represent your brand well and which ones need coaching. Protect the experience you've spent years building.
"We don't know why returns are spiking."
Agents might be giving wrong product information. Skipping troubleshooting steps. Offering refunds too quickly instead of finding the right solution. You can't see the pattern from 15 scored calls a month.
See every return conversation. Find the pattern.
OttoQA scores how agents handle returns, exchanges, and complaints across every call. Spot the agents who refund without troubleshooting. Find the product info gaps causing returns. Fix it before it hits your margin.
Every call scored. Every season. Every agent.
Peak season QA coverage
Black Friday, holiday rush, back-to-school, flash sales. OttoQA doesn't take time off. Every call during your highest-volume periods gets scored. Your quality doesn't have a seasonal dip anymore.
Brand voice protection at scale
Your brand voice is a competitive advantage. OttoQA scores whether agents deliver it consistently. Tone, language, enthusiasm, product knowledge. Across every interaction on every channel.
Returns and refund intelligence
See patterns in how agents handle returns. Who's offering refunds without attempting a save. Who's skipping troubleshooting. Who's giving incorrect product information. Fix the root cause, not the symptom.
Upsell and retention coaching
Identify missed opportunities across every call. Agents who don't mention the warranty. Agents who don't suggest the complementary product. Auto-generate coaching plans tied to specific missed moments on specific calls.
What OttoQA evaluates for retail
See OttoQA score a real call from your industry. 15 minutes.
Real product on real calls. We'll use your QA form if you have one. No pitch deck.
Book a Demo →