Your scorecard, on every call
The same criteria and the same pass marks applied to every scored call, so agents are measured consistently.
For call centres and contact teams
Every call reviewed. Every agent coached.
Phoebe QA listens to your recorded calls, scores each one against your own QA scorecard, flags compliance risks and writes clear, specific feedback for every agent — so your team leaders spend their time coaching, not listening.
86%
- Greeting and ID checkPass
- Call recording disclosureMissed
- Explained the charge clearly5 / 5
- Empathy and tone3 / 5
- Resolved on the callYes
Feedback for Jordan
Clear, confident explanation of the bill and a good resolution. You missed the recording disclosure in your opening — add it straight after your greeting. When the customer said they were worried about money, acknowledge it before moving on.
▶ Listen at 00:09
Manual QA hears a handful of calls. The rest go unheard — including the ones that went wrong.
Manual sampling: a few calls a week per agentIllustration
With Phoebe QA, every recorded call can be scored the same way, against the same standards — and your QA team chooses which ones need a human ear.
How Phoebe QA works
You keep your phone system and your recordings. Phoebe QA reads them, applies your standards and hands the results to your team.
Ask about your setupConnect your call recordings
We work from the recordings your telephony platform already creates. In the demo we'll check how yours can be shared.
Phoebe QA listens and transcribes
Each call is turned into a searchable transcript with who said what, and when.
Every call is scored against your scorecard
Your criteria, your wording, your pass marks. Compliance points, customer experience and outcomes are all checked the same way.
Agents get feedback, leaders get the picture
Each agent gets specific feedback linked to the moment in the call. Team leaders see trends across agents, teams and criteria — and can review or change any score.
What Phoebe QA checks
Start from your existing QA form. Anything a reviewer listens for, Phoebe QA can be set up to look for.
Script and compliance
Required statements, disclosures and ID checks — said, missed or said late.
Customer experience
Tone, empathy, clear explanations and whether the customer's issue was resolved.
Risk flags
Complaints, signs a customer may be vulnerable, threats to cancel and calls that need escalating.
Sales and outcomes
Needs found, objections handled, next steps agreed — or not.
Your QA team keeps the final say
Reviewers can listen to any call, check how it was scored and change the score. Phoebe QA does the listening; your people do the judging and the coaching.
Feedback agents can actually use
Not just a number. Every scored call comes with plain-English notes, tied to the exact moment in the call.
What went well
"You confirmed the customer's details quickly and explained the late fee in simple terms."
What to work on
"The customer asked twice whether the fee could be waived. Give a clear yes or no and explain why."
Moment to listen to
"03:41 — the customer goes quiet after the price. A check-in here could have saved the sale."
Example feedback, written the way Phoebe QA writes it.
Calls spiking? Lines closed? Phoebe answers.
We also work with call centres on the calls your team can't get to. Phoebe answers in your name, deals with the simple questions, takes full details for everything else and hands it to your team — so nobody gets an engaged tone or a voicemail.
Talk to us about overflow- Peak-time overflowTakes the calls your queue can't, instead of leaving callers waiting.
- Evenings and weekendsAnswers when your lines are closed and has the details waiting for your team in the morning.
- Urgent calls flaggedAnything urgent is marked as urgent, so it's dealt with first.
- Scored like your agentsPhoebe's own calls can go through Phoebe QA too, against the same scorecard.
Questions from QA teams
Anything else? Email info@smartpagestudio.com and we'll answer it straight.
Does Phoebe QA replace our QA team?
No. It does the listening and the first pass of scoring on every call. Your QA team decides what good looks like, reviews scores, overrides them where they disagree and does the coaching.
Can we use our own scorecard?
Yes — that's the starting point. We set Phoebe QA up from the QA form you already use, with your wording and your pass marks, and adjust it with your team until the scores match how your reviewers would mark.
Which phone systems does it work with?
Phoebe QA works from call recordings. Most platforms can export or share recordings; in the demo we'll look at yours and tell you honestly how it would connect.
What happens to our call recordings?
We agree how recordings are shared, where they're processed, how long anything is kept and who can see it before we touch a single call — and we'll complete your security and data protection questions as part of that.
How is it priced?
By the volume of calls you want reviewed. After a demo we'll send you a written quote.
Can we try it on our own calls?
Ask us about a pilot. Seeing your own calls scored against your own scorecard is the quickest way to judge it.
See your own calls scored.
Book a demo and bring your QA scorecard. We'll show you what Phoebe QA does with it.
Demo requests go to info@smartpagestudio.com