Health and care
What matters is administrative accuracy and a limit held: one misstated instruction repeats hundreds of times. Evaluation covers the conversation, not the patient.
Quality and practice
Seeing what works in your conversations, spotting what goes wrong, and letting a team rehearse on cases that look like the real ones.
7 days, 20 answered calls, no card
The task it takes over
A receptionist handling hundreds of calls a month builds habits — good ones and others. With nobody looking, one clumsy phrasing repeats for months and nobody knows what it cost.
This add-on looks at explicitly chosen conversations, scores them against a versioned grid, and shows the excerpts behind a score beside the business outcome reached. You can annotate, correct and contest an evaluation: it is your business, and an automatic score does not get the last word.
It also serves practice. Voice or text simulations replay difficult customer profiles — somebody wanting a price immediately, somebody telling everything except the essential, somebody changing their mind three times — with feedback and progression. It is an exercise, rather than an evaluation of a person.
Step by step
- Choose
An explicit sample
Analysed conversations are selected deliberately. Nothing gets scored in bulk behind your back, and the cost of an analysis is estimated before it starts.
- Score
A grid, a version, excerpts
A score comes from a versioned grid. The detail shows the excerpts explaining it and the business outcome of the conversation, rather than a number floating alone.
- Compare
Two versions on the same cases
Two configuration versions can be compared on one set of conversations. That is what lets somebody say a change improved something, instead of assuming it.
- Practise
Simulations with feedback
Voice or text exercises replay customer profiles. Feedback is immediate, progression is tracked, and none of it reaches a real customer.
An add-on, above an already tested base
Fixing defects, execution traces, mandatory checks and a first simulation stay inside a base. Billing for tests needed to keep a product safe would be dishonest, and that is not what is sold here.
What this add-on is not: manual review of calls by a Zenvox team, a competence certification, or an automatic disciplinary decision. Analysis is a tool; the conclusion is yours.
What this changes for your business
Trades and maintenance
Calls ending in a visit and calls fading out look alike at first glance. Comparison shows what the first ones asked and the others left out.
Legal and accounting
What matters is whatever went unsaid: an eligibility question left open rather than settled. A grid written for that trade detects exactly that.
Beauty, fitness and classes
Conversations resemble each other week to week: price, availability, duration. That is the ideal corpus for seeing which phrasing books an appointment and which ends a call.
What it receives
- Conversations you choose to analyse
- The scoring grid, with its version
- Customer profiles used for exercises
- Your annotations and contestations
What it produces
- A detailed evaluation, with excerpts and business outcome
- A comparison of two versions on one set of cases
- Exercises with feedback and progression
- A record of corrections you asked for
You choose what gets analysed and may contest every score. An evaluation triggers no automatic consequence.
What is metered, and how
The add-on carries analysis units per period and practice minutes per period, under explicit counting rules.
- An evaluated audio conversation consumes one unit per started ten-minute block
- Text alone counts by word block, under the catalogue rule
- Where audio and transcript are analysed together, the maximum is kept rather than the sum
- Same content, same grid, same version: a technical retry does not bill twice
Analysing a past call and running a simulation draw no second voice credit: the existing transcript is reused.
Questions about this add-on
Is every conversation scored?
No. Analysed conversations are selected deliberately: nothing gets scored in bulk behind your back, and the cost of an analysis is estimated before it starts.
Can I contest a score?
Yes. You can annotate, correct and contest an evaluation: an automatic score does not get the last word, and an evaluation triggers no automatic consequence.
Am I billed for the product's own safety testing?
No. Fixing defects, execution traces, mandatory checks and a first simulation stay inside your base. Billing for tests needed to keep a product safe would be dishonest.
Do the simulations speak to real customers?
No. Voice or text exercises replay difficult customer profiles, with immediate feedback and tracked progression, and none of it reaches a real customer. It is an exercise, rather than an evaluation of a person.
How is analysis counted?
An evaluated audio conversation consumes one unit per started ten-minute block; text alone counts by word block. Where audio and transcript are analysed together the maximum is kept rather than the sum, and a technical retry on the same content, grid and version does not bill twice.
Where to next
Hear a whole conversation, or revisit your instructions.
Quality and practice