Answering Service QA
How ECA uses EmberQA to make call QA faster and more consistent
ECA already had clear standards for what a great call sounds like. The hard part was holding every call to those standards without slowing managers down or letting QA drift from one review to the next.
“EmberQA changed how we approach call quality. Instead of reviewing less than 1% of calls manually, we can now evaluate every call, score agents more objectively, and give each person more targeted feedback.”
Like most answering services, ECA's quality process ran on experienced people listening to calls, checking for the right behaviors, and deciding who needed coaching. It worked, but it didn't scale. Every review took time, and the most useful feedback stayed buried in recordings nobody had time to revisit.
The challenge
ECA needed to scale QA without lowering the bar. With manual review, managers could only get through a few calls per agent each month. Everything else went unscored, so coaching decisions rested on a small sample that didn't always reflect how an agent actually handled calls day to day. The standards were never the problem. Coverage was. ECA wanted every agent measured on more than a handful of calls, without asking managers to spend their week listening to recordings.
What the team needed
ECA wanted to keep reviewing the things that actually matter on a call, without listening to every recording start to finish:
- Call greetings and professionalism
- Hold management and caller experience
- Caller verification and message accuracy
- Tone, pacing, and overall call quality
These were already ECA's expectations. They just lived in managers' heads and in hours of audio.
The workflow
Rather than force ECA into a generic scorecard, EmberQA scores against the categories the team already cares about. Every call comes back transcribed, scored against ECA's rubric, with the reasoning behind each score laid out.
That gives managers a starting point instead of a backlog. They see where an agent followed the process, where something slipped, and which calls are worth a closer listen, before pressing play.
The result
ECA went from reviewing under 1% of calls to scoring 100% of them. Calls stopped being storage and became something the team learns from: searchable, comparable, and easy to turn into a coaching conversation.
| Before EmberQA | With EmberQA |
|---|---|
| Managers listened through recordings by hand | Every call is transcribed and scored automatically |
| QA depended on who reviewed and when | Every call meets the same rubric |
| Coaching moments were easy to miss | The calls that need attention surface on their own |
Managers get a clearer read on performance, agents get feedback tied to specific moments, and ECA holds the same quality bar across far more calls than before.