Every call marked
Against the business's own definition of a good call: three plain-English questions by default, which the business can rewrite. The dashboard shows which calls passed and which did not.
Call quality
Every call reviewed.
An answering service is as good as the day it was set up. A Talkgate agent is marked on every call, and each week the platform proposes one tested change.
What the platform does
Marks every call, then learns from the ones that missed
Two things in one feature: a mark on every call against the business's own standard, and a weekly review that turns the misses into one tested change.
One change a week
Once a week the platform listens back over the calls that missed and proposes one change, not a list of twenty. One change can be read, judged and approved in a minute.
Tested before it arrives
The proposed change is tried against the calls that went badly before it is sent. What arrives is a change that would have helped on those calls, not a guess.
Suggest
What the agent could have said. The proposal arrives by email with an Approve button, and nothing changes until somebody presses it. The default for a client who wants to see every change first.
Improve
A change to the agent's own instructions. Where the change is a safe wording change, the platform applies it itself, for a client who would rather the agent simply got better.
Never quotes a caller
A note describes the gap, not the person. A caller's name, number or words are never repeated in a note, an email or a proposal, so the review can be read by anyone.
How it goes for the business
From a call that missed to a better agent next week
- A call ends. It is written up within seconds like every other call, and marked against the good-call questions. See call records.
- The week's misses are gathered. The platform reads the calls that did not pass and looks for the one change that would have helped.
- The change is drafted and tested. It is tried against those same calls before anyone sees it.
- Suggest or Improve. In Suggest, an email arrives with an Approve button. In Improve, a safe wording change is applied by the platform itself.
What the business gets
An agent that gets better without a change request
The client's standard, applied to every call, and one tested proposal a week to act on or ignore.
- Every call marked on the dashboard against the business's own good-call questions.
- At most one proposal a week, tested against the calls it is meant to fix.
- An Approve button in Suggest, or a safe wording change applied and recorded in Improve.
- One agent changed, every channel improved, and notes that never carry a caller's name, number or words.
Stated plainly
- The review proposes wording and instructions. The locked rules are not its to change: the agent still never guesses, never pretends to be human, never takes card numbers and never gives medical, legal or financial advice.
- It reviews the agent, not the staff. A call a person made from the dialler is filed and marked, but the change proposed is always to the agent.
- It reads the calls the business has on record. Recordings and full transcripts are off by default and switched on by the client; see security.
Sold through partners
The reason an agent sold in March is better in June
The weekly review is what makes the agent a managed service: the client's standard applied to every call, and one tested improvement a week with nobody on your team listening to recordings. You set the price; Talkgate runs the platform. Decide with each client whether proposals wait for approval or safe changes go straight on; see the partner programme.
Works with
The call record, the agent and the knowledge it answers from
- Call records
- The phone agent
- Knowledge base
- DiallerFiled and marked only
The review reads the platform's own call records. See all integrations.
Next step
See a week's proposal on a live account
A partner briefing shows the good-call marking on the dashboard, a proposal arriving with its Approve button, and a safe wording change going on in Improve.