Better Outcomes by Better Outcomz · Contact centre QA automation
Automate the review. Keep the judgement.
Manual QA teams listen to a handful of calls per adviser per month. The rest of the operation is unseen, calibration drifts between reviewers, and coaching arrives weeks after the behaviour it addresses.
The Better Outcomes approach
Assess the outcome, evidence the reasoning.
Better Outcomes evaluates every connected interaction against your scorecard, surfaces question-level pass rates and behavioural gaps, and hands exceptions to reviewers with the evidence attached. QA time shifts from listening to acting.
- Question- and section-level pass rates across the whole operation
- Targeted coaching generated from confirmed findings
- Reviewer time focused on exceptions and calibration
- AI evaluation accuracy tracked and reported
- Works across human advisers and AI agents alike
Better Outcomes product screens
AI assurance and explainability
AI you can evidence, not just trust.
The AI does not simply generate a score. It produces an assessment that a reviewer can check against the evidence used to reach it - and change if the evidence does not support it.
Your data
Customer data is not used to train public or general-purpose AI models. Products are hosted on UK infrastructure with access segregated by organisation, team and user.
Security and governance/ 01
Configurable outcome frameworks
Your outcome definitions, scorecards and rules - applied consistently across every connected interaction.
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Evidence behind every assessment
Each finding links to the interaction, CRM record and journey events it was drawn from.
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Explainable reasoning
The criteria applied and the reasoning followed are shown beside the evidence, not hidden in a score.
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Human-in-the-loop review
Reviewers confirm, reject, escalate or override - with authority to change the outcome and a recorded rationale.
/ 05
Confidence thresholds
Where applicable, low-confidence findings route to human review before any action is taken.
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Audit history
Findings, decisions, overrides and model versions are written to an append-only audit history.
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Configurable escalation
Route confirmed findings to remediation, coaching or compliance queues according to your governance model.
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Role-based access
Named permissions by organisation, team and role, with MFA and lifecycle management.
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Reporting and governance
Trend, calibration and override reporting for quality, operations, risk and Board oversight.
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Data controls
UK product hosting, tenant segregation and defined data scope agreed per deployment.
Frequently asked
Questions buyers ask us first.
- Does automation replace our QA team?
- No. Reviewer time moves from listening to a small sample to acting on exceptions, calibration and coaching. Confirm, reject and override decisions stay with your people and are recorded.
- How is AI evaluation accuracy tracked?
- AI evaluation accuracy is reported alongside completed reviews and score distribution, and reviewer overrides feed back into calibration so drift is visible.
- Does it work for AI agents as well as human advisers?
- Yes. The same framework can be applied to connected conversations handled by human advisers and by AI agents or chatbots.
- How do we see it working on our own journeys?
- Book a 30-minute outcome assurance session. Bring one representative customer journey and we will show how Better Outcomes could assess it across interactions, CRM evidence and customer outcomes. No customer data is required for the first session.
Working session
See Better Outcomes on your customer journey.
Bring one representative customer journey and we'll show how Better Outcomes could assess it across interactions, CRM evidence and customer outcomes. No customer data is required for the first session.