Your agents are nice. But are they solving the problem?
First call resolution is the metric your CEO asks about. Repeat calls are killing your efficiency. And your CSAT survey can't tell you why.
Being nice isn't the same as being good.
"FCR is dropping and we don't know why."
Agents are friendly. They follow the script. Customers say they're satisfied on the call. Then they call back two days later with the same issue. Something's breaking in the resolution process and CSAT surveys can't tell you what.
Score resolution quality. Not just friendliness.
OttoQA evaluates whether the agent actually identified the root issue, provided the correct solution, confirmed the customer understood it, and set proper expectations. The behaviors that prevent callbacks. Scored on every call.
"Agents transfer instead of resolve."
A transfer feels like resolution to the agent. The call ends. Their handle time looks fine. But the customer starts over with someone new. Explains the issue again. Gets frustrated. Your transfer rate is climbing and nobody's coaching on it because QA doesn't flag it.
Identify unnecessary transfers and escalations.
OttoQA tracks which agents transfer, on which call types, and whether the transfer was necessary or avoidable. See knowledge gaps that cause agents to punt instead of resolve. Coach on the specific topics where agents lack confidence.
"We score for politeness, not effectiveness."
Your QA form asks 'was the agent friendly?' and 'did they use the customer's name?' and 'did they thank them for calling?' But it never asks 'did the customer actually get their problem solved on this call?' That's the gap between a nice experience and a good one.
Redesign QA around outcomes, not theater.
OttoQA scores what actually matters: issue identification, solution accuracy, resolution confirmation, and customer effort. We'll even help you rebuild your QA form to measure effectiveness instead of just politeness. Because nice agents who don't solve problems still generate repeat calls.
Score resolution. Not just politeness.
Resolution quality on every call
Did the agent find the real issue? Did they give the right answer? Did the customer understand it? Did they set expectations for what happens next? These are the behaviors that prevent callbacks. OttoQA scores them on every call.
Transfer and escalation intelligence
See which agents transfer unnecessarily, which issues trigger avoidable escalations, and which knowledge gaps cause agents to punt. Then coach specifically on those gaps with data from real calls.
Customer effort scoring
How hard did the customer have to work? Long holds, repeated explanations, multiple transfers, unclear answers. OttoQA measures the friction in every interaction. High effort kills loyalty even when agents are polite.
CSAT-connected quality coaching
Tie QA scores to actual satisfaction outcomes. See which agent behaviors predict high CSAT and which predict low. Stop coaching behaviors that don't move the number. Focus on the ones that do.
What OttoQA evaluates for customer support
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 →