Call Analysis

Get out of the fog, analyze your calls

Understand, measure and analyze your customer service activity. Natalia Analytics transcribes the calls in your scope, scores them against your grid and shows what makes the phone ring, and what it costs.

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console.getnatalia.com/analyse Natalia Analytics console: analysed call list, call summary and score per criterion

What changes

  • Reliable transcription

    Accents, jargon, interruptions... The text matches what was said.

  • Automatic analysis

    AI scores, categorizes and summarizes every call against your grid. Without listening to every call.

  • Numbers, not guesses

    Dashboard with metrics. You know how many, when, why.

What you can do

Specifically

  • Full transcription

    Your calls in text, with no sampling. You know who spoke, at what moment.

  • Automatic scoring

    The criteria of your grid scored 1 to 5, with their rationale, per call and per agent. A standard grid is ready as soon as you subscribe, and you reanalyse the calls you keep when you change your criteria.

  • Management dashboard

    Trends, comparisons and, every Monday, the week's recap by email: score, topics raised, agents. Managers see what's happening without listening to hours of calls.

  • Targeted training

    We identify calls that got stuck. Raw material to train your teams on real cases.

  • Custom labels

    Competitor mentioned? Sales opportunity? You define the labels and the information to extract, AI fills them in on every call.

  • Complete audit

    No more sampling: every call in the scope you define is analyzed.

The screens, on real data

Four views, one question every time: what makes the phone ring, and what does it cost.

  • console.getnatalia.com/analyse
    Summaries screen: call reasons within a category, with an example and a recommended action

    Summaries

    Call reasons, grouped

    Within each category, calls are grouped by actual reason, each with an example, plus recommended actions.

  • console.getnatalia.com/analyse
    Activity screen: daily and hourly call histograms and breakdown by category

    Activity

    Volume, day by day

    Calls analysed, median duration, breakdown by hour and by category. Weekends are marked.

  • console.getnatalia.com/analyse
    Quality screen: average score, score per criterion and per agent, trend over time

    Quality

    The score, criterion by criterion

    Each criterion of your grid (here professionalism, advice, resolution) gets its score out of 5, tracked over time and compared across agents.

  • console.getnatalia.com/analyse
    Costs screen: total cost, average cost per call, cost by category and by agent

    Costs

    What each reason costs

    Time spent on the phone is converted at your back-office loaded hourly rate, then broken down by category and by agent.

Screenshots taken on a demo organisation. No real customer data.

Measure, fix, measure again

The Kaizen loop, applied to your customer service, moves in small improvements, each one checked against your own numbers.

  • console.getnatalia.com/analyse
    Improvements screen: time saved per improvement, before and after comparison, weekly trend of a category

    Improvements

    1. 1

      Measure

      Trends show which reasons make the phone ring and how much of your agents' time they take.

    2. 2

      Fix

      You roll out a targeted improvement, for example a help page on your website or online booking. You declare it in the console with its date.

    3. 3

      Measure again

      Natalia compares the following weeks with the average of the eight weeks before and puts a number on the time saved, in hours and in euros.

How it works ?

  1. 1

    We connect

    Sync the recordings from your OVH telephony or import your WAV and MP3 files.

  2. 2

    We transcribe

    Each call becomes text with timestamps and speaker identification.

  3. 3

    We analyze

    AI scores each call against your grid, summarizes it and groups call reasons. A standard grid is ready as soon as you subscribe.

  4. 4

    You decide

    Clear dashboard. You know what's happening. You act.

What it brings

Concrete results

  • Decisions based on facts

    No more random listening. You have data from ALL calls.

  • Problems spotted fast

    Summaries show why people call, scores show what's going wrong. You fix it before it escalates.

  • Provable quality

    Every call scored on your criteria. You show quality with numbers to back it.

For whom ?

If you have teams on the phone and need to know what's happening

  • Quality Director

    No more sampling. You analyze everything. Low-scored calls stand out, criterion by criterion.

  • CX Director

    You know why customers actually call. Not through surveys, through their words.

  • Sales Director

    Train your teams on real examples. The good calls and the bad ones.

Use case, healthcare

A medical device distribution network manages its phone reception quality

Multi-branch quality management, team skills development, weekly recap for managers. The customer asked to stay anonymous, the quotes are their own words.

This tool is brilliant. It lets me manage quality and manage skills.
The summary tool saves time. It will spare us hours of spreadsheets.
Read the white paper

Want to see your data?

30-minute demo. We show you what it looks like on your calls.

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