Your standard. On every call.
Give your reviewers coverage beyond manual sampling. OpenDebt scores captured calls against your scorecard, calibrated with your QA lead, with transcript evidence to support review, coaching and improvement.
Book a demo- Recording disclosure givenevidence →
- Identity verified before account detailevidence →
- Hardship acknowledged and actionedevidence →
- !Payment options offered in orderevidence →
- Complaint rights explainedevidence →
| Scorecard item | Yours | OpenDebt |
|---|---|---|
| Recording disclosure given | Pass | Pass |
| Identity verified before account detail | Pass | Pass |
| Hardship acknowledged and actioned | Fail | Pass |
| Payment options offered in order | Pass | Pass |
Your reviewer’s mark wins. Their answer becomes ground truth, the scorecard is retuned, and the same calls are marked again.
Calibration
It has to mark the way you mark.
A QA manager’s first question is never how many calls we can score. It is whether the score can be trusted. So we don’t hand you a rubric and ask you to live with it. Your reviewers mark real calls, the system marks the same calls, and differences are reviewed item by item to improve the scoring.
Where they disagree, your reviewer decides. Their answer is the answer.
How it gets there.
- 01
Your scorecard
Built from your playbooks and your policies. Nothing generic.
- 02
Marked side by side
Your reviewer marks a set of real calls. The system marks the same ones.
- 03
Your call decides
Every disagreement goes back to your reviewer, and their answer becomes ground truth.
- 04
Retuned and re-run
The same calls are marked again. Agreement is measured, not asserted.
- 05
Held under version
Ground truth is versioned, so the standard survives a change in policy.
Calibration tells you something about your own scorecard, too. Items where the system and your reviewers disagree are often items your reviewers score differently from one another. Sharpening those is worth doing whether or not you ever automate the marking.
Where it shows up in the day.
In production on live books, including at an ASX-listed lender, where quality review runs across every call the Financial Assistance team makes.
- On the call
Watch any call live
A team leader can open a call in progress, follow the transcript as it happens, and step in while it still matters. Much of what QA finds afterwards could have been fixed during.
- After the call
Scored, with the evidence attached
Captured calls scored against your scorecard, with each mark linked to transcript evidence. Summaries, recordings and exports support review and follow-up within the agreed integration and retention settings.
- Before it escalates
The calls that need you, queued
Potential complaints and other exceptions are flagged for review, helping your team find conversations that need attention beyond the usual sample.
- Across the team
Every agent against the baseline
Team and portfolio trends, and any agent's marks read against the team baseline. Your review hour goes to the calls and the people that need it.
- During coaching
Real examples to discuss
Use the scored calls and their evidence to discuss what went well and what needs improvement. Your team chooses the examples and the coaching approach.
Quality review stays with the work.
QA supports human collection teams whether or not they use autonomous agents. When autonomous calls are introduced, they can be reviewed against the same scorecard. Your reviewers remain responsible for interpreting the evidence and improving the standard across both.
Pricing
Per seat, per month.
Licensed per collector, with scope agreed around your quality review needs. QA can work alongside Agent Assist and autonomous collection, without requiring a move to either. Talk to us about pricing and rollout.