Telecall Quality Audit - Sample Report
Sample Date • 48 Actual Calls from 8 Agents • 32 Junk/Voicemail Filtered from 80 Raw • Powered by Bolo Aur Likho Enterprise
Layer 1: Overall Summary
Team-wide quality analysis across all 48 actual conversations
Conversion Funnel
Potential Conversion (29%)
14
Callback Scheduled (23%)
11
Key Gap: Only 60% of conversations included a product pitch. 18 calls ended without any defined next step.
Team Quality Dimensions
Weakest: Product Knowledge (3.4/10)
Agents struggle to differentiate between plan tiers. Most calls lack feature-level articulation. Immediate training workshop recommended.
Strongest: Tone & Communication (7.8/10)
Agents are consistently polite and professional. Strong foundation to build upon with better product training.
Key Findings
What's Working Well
- Maintained respectful and professional tone throughout (38)
- Clear introduction with company identification (31)
- Professional and courteous closing (28)
- Captured key contact details for follow-up (19)
- Good needs discovery in initial questions (17)
Critical Gaps
- Did not confirm if speaking to decision maker (33)
- Skipped needs discovery before pitching product (29)
- No follow-up action set at call close (24)
- Did not pitch any plans or products (19)
- No value proposition communicated (21)
Call Outcome Distribution
General Discussion 16 (33%)
Potential Conversion 14 (29%)
Callback Scheduled 11 (23%)
Follow-up Sent 7 (15%)
Lead Source Quality
| Source | Calls | Avg Score | Insight |
|---|
| Source A (Competitor Data) | 12 | 6.1/10 | Higher engagement, better decision-maker connect rate |
| Source B (Internal CRM) | 28 | 5.0/10 | High volume but needs better lead qualification |
| Source C (Field Event) | 8 | 4.5/10 | Low intent leads, consider re-qualifying before dialing |
Actionable Recommendations
1. Product Knowledge Workshop (This Week)
Score 3.4/10. Agents cannot differentiate plan tiers or articulate features. Run a 2-hour session with comparison matrix and role-play exercises.
2. Mandatory Process Checklist
Score 4.2/10. Implement: (1) Confirm decision maker, (2) Capture email, (3) Set callback or follow-up. Track compliance daily.
3. Needs Discovery Before Pitch
Many calls jump straight to pricing without understanding the prospect's needs. Train agents on 3-5 discovery questions before any product mention.
4. Close Every Call with a Next Step
18 of 48 calls ended without a next step. Every call must result in: purchase, callback date, follow-up, or documented rejection reason.
5. Use Free Trial as Default Fallback
When prospect says "not interested," offer a free trial or demo as a door-opener. Only 4 agents used this. Make it standard for every rejection.
Data Quality Note
80 raw recordings: 32 filtered (18 failed Hindi/Hinglish transcriptions, 8 garbled audio, 4 voicemails, 2 too-short). Improving the Hindi/Hinglish speech-to-text pipeline would nearly double auditable volume.
Layer 2: Agent-Level Analysis
Per-agent quality profile with strengths, gaps, and flagged calls for coaching
Agent Ranking
| Rank | Agent | Calls | Score | Grade | Top Outcome | Source |
|---|
| 1 | Agent A-01 | 8 | 7.6/10 | Good | Potential Conversion | Source A |
| 2 | Agent A-02 | 7 | 6.8/10 | Good | Callback Scheduled | Source B |
| 3 | Agent A-03 | 6 | 6.2/10 | Good | Follow-up Sent | Source A |
| 4 | Agent A-04 | 7 | 5.4/10 | Average | Potential Conversion | Source B |
| 5 | Agent A-05 | 6 | 5.1/10 | Average | General Discussion | Source B |
| 6 | Agent A-06 | 5 | 4.6/10 | Average | General Discussion | Source C |
| 7 | Agent A-07 | 5 | 3.1/10 | Poor | General Discussion | Source B |
| 8 | Agent A-08 | 4 | 2.4/10 | Poor | General Discussion | Source C |
Agent A-01
8 calls • Source A
Good
7.6/10
Strengths
- Excellent needs discovery before pitching
- Confidently handles pricing objections with ROI framing
- Always sets clear next step before hanging up
Improve
- Could probe deeper on budget and timeline
- Occasionally rushes the close on high-value prospects
Agent A-08
4 calls • Source C
Poor
2.4/10
Strengths
- Maintains basic courtesy on calls
Improve
- Zero product knowledge demonstrated across all calls
- No needs discovery attempted before pitching
- Hangs up abruptly when prospect shows resistance
- Never sets a callback or follow-up action
Coaching Flag
Agent requires immediate 1-on-1 coaching. All 4 calls show fundamental gaps in process and product knowledge. Recommend shadowing Agent A-01 for two days before returning to dialer.
Layer 3: Individual Call Audits
Per-call scoring with AI summary and coaching notes (3 sample calls shown)
Call #1
Agent A-01 • Source A • Duration: 4m 22s
Potential Conversion
8.2/10
AI Summary
Agent opened with a professional introduction, confirmed decision-maker identity, and asked three discovery questions about hiring volume and timelines. Explained plan features with clear differentiation between tiers. Prospect expressed interest in the premium tier. Agent handled a pricing objection by framing ROI against cost-per-hire. Closed with a callback scheduled for product demo next week.
Positives
- Excellent discovery sequence before pitch
- Clear plan differentiation with use-case examples
- Strong close with defined next step
Could Improve
- Could have asked about budget range earlier
View Transcript (Sample)
Agent: Good afternoon, this is [Agent] calling from [Company]. Am I speaking with the person who handles recruitment for your organisation?
Prospect: Yes, that's me. What is this about?
Agent: Thank you. I wanted to understand your current hiring needs. How many positions are you typically hiring for each month?
Prospect: We usually have about 10-15 open positions at any time.
Agent: That's helpful. And what kind of roles are these primarily?
Prospect: Mostly sales and customer support roles across our branches.
Agent: Got it. Based on what you've shared, I think our Premium plan would be a great fit. It gives you priority listing, verified candidate access, and dedicated support. For 10-15 roles, most clients in your segment see a 3X improvement in quality applications within the first month.
Prospect: What does it cost?
Agent: The Premium plan is [price] per month. When you compare that to the average cost-per-hire through agencies, which is typically [amount], the ROI is quite clear. Would you be open to a 15-minute demo where I can show you the dashboard?
Prospect: Sure, let's do that next week.
Agent: Perfect. I'll send you a calendar invite for Tuesday at 11 AM. I'll also share a one-pager with plan details on WhatsApp. Is this the best number to reach you?
Prospect: Yes, this works.
Agent: Thank you for your time. Looking forward to Tuesday. Have a great day.
Call #2
Agent A-05 • Source B • Duration: 2m 10s
General Discussion
4.8/10
AI Summary
Agent introduced themselves but jumped directly to pricing without any discovery questions. Did not confirm decision-maker. Prospect asked about plan features but agent struggled to differentiate tiers. Call ended with a vague "I'll call you later" without setting a specific date or follow-up action.
Positives
- Polite and professional tone throughout
- Clear introduction with company name
Must Fix
- Skipped needs discovery entirely
- Could not explain plan differences when asked
- No concrete next step set before call ended
Call #3
Agent A-08 • Source C • Duration: 0m 48s
General Discussion
1.8/10
AI Summary
Very short call. Agent gave a rushed introduction, immediately asked "are you interested in our product" without any context. When prospect said "not right now," agent said "okay thank you" and disconnected. No discovery, no pitch, no fallback offer, no follow-up scheduled. Entire opportunity wasted.
Coaching Flag - Immediate Action Required
This call represents a pattern across all of Agent A-08's calls. Zero effort at engagement, discovery, or persistence. Recommend immediate coaching intervention before returning to active calling.
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Sample Report • Bolo Aur Likho Enterprise • All data anonymised for demonstration purposes
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