Automated Quality Assurance

No. It frees them from tedious busywork instead. The AI handles the heavy lifting of scoring calls, while your QA staff can focus on higher-value tasks like coaching agents, refining QA criteria and addressing complex cases. Think of it as augmenting your team, not replacing it.

No – and that’s by design. Capacity QA evaluates calls right after they conclude, not during the call. This way, agents can devote their full attention to the customer without pop-up prompts or distractions. Feedback and coaching come after the call, which prevents stress in the moment and allows for more thoughtful coaching based on the entire conversation.

It’s simple. Capacity’s QA solution is cloud-based and integrates with your existing contact center systems (call recordings, CRM, etc.). Our team will handle the setup and help tailor it to your needs. Most customers are up and running quickly, starting to see insights in a matter of days.

Absolutely. You set the QA scorecard to match your business’s priorities. Whether it’s compliance scripts, call opening etiquette, empathy, or specific product knowledge, Capacity’s AI is configured to score calls according to your requirements. As your criteria evolve, the system evolves with you.

We keep humans in the loop to maintain quality. The platform flags any calls or moments it’s unsure about for a human QA review. We also regularly sample calls for human double-checks. If the AI ever mis-scores an interaction, those human-reviewed corrections feed back into the AI’s learning cycle. In short, the system is always improving, and you have a safety net to catch any outliers.

Agents benefit from this approach. Instead of occasional, random QA audits that might feel unfair, they get consistent evaluations on all their calls – which actually feels more fair. And because feedback is delivered after the call (not barking in their ear in real time), it comes across as coaching, not criticism. Over time, agents see their improvements and feel more supported rather than policed.

Most call analytics tools just transcribe calls or flag keywords – you still have to do the analysis. Capacity actually scores each call against your QA form automatically, just like a human would. Plus, we provide transparency and expert support behind the scenes. Unlike others, our solution isn’t a black box. It’s a fully managed QA system that gives you ready-to-use insights (not just raw data) and ensures those insights are accurate by aligning AI with human experts.

Absolutely. Security and privacy are top priorities for Capacity. All call data is encrypted in transit and at rest. We can operate in compliance with regulations like HIPAA and GDPR – your data stays confidential. And unlike some providers, we only use your data to improve your service quality; we never repurpose it elsewhere. You retain control and ownership of your transcripts and scores.

Customers typically see super fast ROI. By automating QA, you reclaim countless hours that were spent on manual call reviews – that’s immediate savings in analyst time. More importantly, 100% call coverage means you catch issues that lead to lost sales or poor customer experiences. Closing those gaps can boost customer satisfaction and loyalty, which has real financial impact. Many clients see improvements in compliance scores and customer ratings within the first quarter of using Capacity QA. While results vary, the combination of saved labor, better coaching, and improved performance usually pays for itself in short order.