AI Call Auditor
Call Score EkMitra
Audit 100% of your calls automatically. Call Score EkMitra transcribes every conversation, scores it against your own quality scorecard, flags compliance risks and turns customer sentiment into dashboards your QA team can act on the same day.
- Every call audited, not a 2-3% sample
- Custom scorecards per process or campaign
- Mandatory-disclosure and keyword checks
- Customer and agent sentiment
- Agent, team and campaign dashboards
- Coaching lists built from real calls
Sentiment
Sentiment: 96%
Compliance
Compliance Score: 100%
Agent: Thank you for calling. May I have your registered mobile number?
Every call audited. Every agent coached.
Most QA teams can only listen to a small sample of calls. Call Score EkMitra transcribes and scores every recorded call against your own scorecard, so supervisors spend their time coaching instead of searching.
Complete
Every recorded call is audited, so nothing depends on which calls a QA analyst happened to pick.
Consistent
One scorecard applied the same way to every agent, shift and campaign.
Actionable
Flags, scores and sentiment turn into coaching lists and compliance reports the same day.
Pull recordings from your dialer, telephony or CRM, or upload files in bulk. Call details like agent, campaign and customer ID come along.
Speech to text with agent and customer separated, timestamped line by line.
Each call is checked against your scorecard: opening, verification, disclosures, empathy, resolution and closing.
Missed disclosures, banned words, abusive language, escalation requests and sentiment drops raise alerts.
Dashboards rank agents and parameters; supervisors open the exact moment in the call and assign coaching.
Example scorecard · Loan collections process
Example| Parameter | Score |
|---|---|
| Opening & self-introduction | 10/10 |
| Customer identity verified | 15/15 |
| Mandatory disclosure read | 20/20 |
| Polite language, no threats | 20/20 |
| Payment options explained | 12/15 |
| Promise-to-pay date captured | 10/10 |
| Closing & next steps | 8/10 |
| Call score | 95/100 |
Parameters, weights and fatal errors are set per process. A fatal error, such as a missed disclosure, can zero the call automatically.
LAYER 1
Quality audit
- Custom scorecards with weights
- Fatal-error rules
- Talk-time, hold and silence analysis
- Script adherence
- First-call resolution signals
- Calibration between AI and QA scores
LAYER 2
Compliance & risk
- Mandatory disclosure checks
- Banned and abusive word alerts
- Mis-selling and false-promise phrases
- Consent and verification checks
- Escalation and complaint detection
- Audit trail for every score
LAYER 3
Customer insight
- Customer and agent sentiment
- Reasons for calling, auto-tagged
- Complaint and churn signals
- Competitor and product mentions
- Promise-to-pay tracking
- Search across every transcript
Calls audited
Total calls scored against calls received, by day and campaign
Average quality score
By agent, team, campaign and scorecard parameter
Compliance pass rate
Calls with every mandatory check passed
Critical flags
Fatal errors and abusive language, with the call moment linked
Sentiment trend
Positive, neutral and negative calls over time
Top coaching topics
The parameters most often missed, per team
QA team workflow
STEP 1
Connect
Link the dialer or upload recordings
STEP 2
Set scorecard
Parameters, weights and fatal errors per process
STEP 3
Auto-audit
Every call transcribed and scored
STEP 4
Review flags
QA listens only to flagged moments
STEP 5
Calibrate
Supervisors dispute and adjust scores
STEP 6
Coach
Assign coaching and track improvement
Industries & use cases
BFSI & lending
ComplianceProve every call followed the script and mandatory disclosures.
- Disclosure and consent checks
- Mis-selling phrase alerts
- Complaint detection
Collections
ConductKeep recovery calls firm but lawful.
- Abusive or threatening language alerts
- Promise-to-pay capture
- Call-time rule checks
Insurance
Sales qualityCatch mis-selling before it becomes a claim dispute.
- Product explanation checks
- False-promise phrases
- Free-look and cancellation mentions
Telecom & e-commerce support
CXFind why customers call and where agents lose them.
- Reason-for-call tagging
- Repeat-call signals
- Sentiment by queue
Government helplines
Public serviceGrievance and citizen helplines with measurable service quality.
- Courtesy and resolution scoring
- Escalation detection
- Department-wise reports
Healthcare & hospitals
Patient careAppointment and patient-support lines that stay empathetic.
- Empathy scoring
- Urgent-symptom escalation phrases
- Wait and hold time
Full coverage
Move from auditing a small sample of calls to auditing all of them.
Less manual listening
QA analysts review only the flagged moments, not whole calls.
Lower compliance risk
Missed disclosures are caught the same day, not in the next audit.
Better agents, faster
Coaching targets the exact parameter each agent misses.
- Card numbers, OTPs and ID numbers masked in transcripts
- Role-based access for agents, supervisors and QA
- Every score change logged
- Recordings stay in your storage when you choose
Languages, integrations and deployment options are confirmed per project during the free assessment.
Every call heard. Every agent coached. Every risk caught.
See Call Score EkMitra on your own recordings.
Share a few sample calls and your current QA scorecard. We'll show you the audit results in a free demo.