About
Fifty notes on contact centre quality assurance and speech analytics, written from the operator's side.
Who this is for
Quality managers and analysts. Operations leaders deciding whether to deploy analytics. Compliance functions responsible for monitoring obligations. Anyone who has been handed a quality percentage and asked what it means.
How the notes are written
The mechanism before the product. What transcription, categorisation and scoring actually do, before any question of which platform.
Accuracy stated as a variable, not a constant. Vendor figures come from clean benchmark audio. Your calls are not that, and several notes are about measuring the difference yourself.
Limits stated plainly. One note is entirely a list of questions this data cannot answer, with what to use instead.
The uncomfortable findings included. Speech recognition works less well for some speakers. Small samples do not measure individuals. Scorecards frequently predict nothing. These are stated because a programme built without knowing them produces unfair outcomes.
Editorial position
The site includes independent software comparisons based on public product information and explicit pilot criteria. There are no sponsored placements or affiliate arrangements. Product inclusion is not an endorsement.
Nothing here describes how to monitor employees covertly, how to circumvent recording consent requirements, or how to deploy emotion inference against a workforce. Several notes explain why those are bad ideas, legally and operationally.
Where legal obligations are described, it is in general terms. Rules differ substantially by jurisdiction and change; this is not legal advice and several notes say so explicitly.
About this domain
This address previously belonged to CCQOL — Community Consultation for Quality of Life — an academic research project funded by the Arts and Humanities Research Council, running from 2021 to 2024 with the University of Reading, Cardiff University, the University of Edinburgh and partners in Belfast.
None of that work is here, and none of it should be. The research was written by named academics and their institutions hold the rights. Acquiring a lapsed domain does not transfer rights to the work published on it, and republishing it under different ownership would misattribute academic research and falsely imply institutional endorsement.
Selected former addresses redirect to the closest current navigation or methodology page so visitors do not encounter a dead end; the original CCQOL material is not reproduced. If you arrived looking for the research or national reports, consult the repositories of the participating universities, where those outputs may hold permanent identifiers.