Did you know traditional Quality Assurance only evaluates 3–5% of customer interactions? That means the vast majority of your calls go unchecked, meaning critical opportunities for coaching, compliance breaches, and inconsistent service delivery are routinely missed. This lack of visibility creates severe pain points for contact centres: inconsistent compliance, due to spot-checking; subjective scoring, tied to human bias; and the sheer volume of time-consuming manual work required to complete even a small sample of reviews. The resulting low visibility and high operational cost make scaling quality almost impossible.
Enter Vela. Our flagship AI-powered platform transforms how contact centres monitor and improve performance. Vela automates 100% of call monitoring, providing objective and consistent scoring while delivering immediately actionable insights. Whether it’s compliance tracking, agent coaching, or uncovering service gaps, Vela equips teams with the data they need to make smarter, faster decisions. With Vela, every interaction matters—and every insight drives better outcomes.
The Core Technology: How Vela Works
Vela is built on the foundation of radical, scalable automation.
The key value proposition that distinguishes Vela is 100% Call Coverage. We fundamentally move Quality Assurance from an unreliable spot-check function to a source of full, comprehensive visibility. By reviewing every single interaction, you eliminate the blind spots that lead to non-compliance, missed coaching opportunities, and inconsistent service delivery.
Furthermore, Vela shifts the process from subjective to analytical, delivering Objective Scoring. Our AI models are trained to apply your specific, custom-defined scorecards consistently across every single interaction. This removes human bias and ensures that every agent is measured against the exact same data-backed standard, resulting in fair, consistent, and indisputable quality scores that agents and management can trust.
Key Analytical Features: The “What” of the Insights
Vela’s power lies in its ability to break down complex conversations into actionable data points.
📈 Sentiment Analysis: Vela doesn’t just listen to what was said; it identifies the emotional tone of the conversation. It tracks the evolution of sentiment (positive, neutral, negative) from both the agent and the customer. This immediate insight is crucial for flagging calls that require urgent intervention or identifying interactions that led to successful customer outcomes.
⏱️ Silent Time Analysis: Unnecessary silence is often a symptom of process inefficiency. Vela pinpoints and quantifies lag time within calls, helping you distinguish between productive pauses and issues like system struggles, agent hesitation, or unnecessary call duration. Identifying these moments is key to streamlining processes and reducing Average Handling Time (AHT).
🔎 Smart Searches and Compliance Flagging: The platform uses advanced natural language processing (NLP) to flag critical, conversation-specific phrases. This feature is vital for compliance risk management, instantly identifying mentions of sensitive topics like “Disputed Debt” or confirming successful outcomes like a “Promise to Pay.” Vela ensures that crucial moments of a customer interaction, such as successful negotiation points or regulatory disclosures, are consistently tracked and flagged for immediate review.
With Vela, contact centres don’t just monitor calls—they unlock intelligence to drive smarter decisions, faster resolutions, and better customer experiences.
Case Study Deep Dive: Impact Across Three Industries
Vela’s true power is best illustrated by its real-world impact. By moving from sampling to 100% monitoring, Vela has delivered transformative results across diverse contact centre functions and industries
Collections: Mitigating Risk & Improving Efficiency
Challenge Highlight: Low visibility was leading to high compliance risk and inconsistent, hard-to-track agent performance in sensitive collections calls.
Key Insights (Data Focus): Vela identified a surprising inefficiency: 29% of calls were non-productive voicemails with unnecessarily long durations. This revealed an immediate opportunity for significant efficiency gain. More critically, the system pinpointed urgent deficiencies in agent behaviour, showing a systemic failure in the mandatory Introduction and critical gaps in Compliance and Verification steps across multiple agents.
Outcome: By pinpointing non-productive call types and critical compliance failures, the client immediately introduced targeted training focused on the introduction script and regulatory adherence, dramatically reducing operational drag and mitigating serious compliance risk in a high-stakes environment.
Sales: Boosting Consistency and Conversion
Challenge Highlight: Subjective human scoring and limited sample reviews (less than 5%) meant quality monitoring was inconsistent, and high-value coaching opportunities were missed, hindering sales consistency.
Key Insights (Data Focus): The comparison revealed a 16-17% scoring gap between human and AI scoring, highlighting significant human bias and a crucial need for scorecard calibration. Vela uncovered specific, actionable skill gaps across the team, identifying that lower-scoring calls consistently lacked proficiency in high-value skills like cross-selling and effective objection handling.
Outcome: By providing data-backed, objective visibility into every sales call, the client was able to standardise performance metrics and improve call quality consistency by over 25% within the pilot period, directly boosting agent effectiveness and revenue potential.
Customer Support: Driving Clarity and Operational Excellence
Challenge Highlight: Inconsistent adherence to scripts and variable tone management were leading to customer ambiguity, creating repeat calls, and potentially damaging the brand experience.
Key Insights (Data Focus): A major weakness was identified across the entire support floor: 100% of agents failed to consistently use the correct closing script or recap the next steps for the customer, resulting in massive customer confusion. Vela also helped prioritise recurring customer pain points, with Communication Clarity making up 69.4% of all negative mentions and Payment Issues accounting for 39.9% of all identified problems.
Outcome: Managers achieved a 25% improvement in coaching efficiency by focusing on the immediate, systemic failure of the closing script. The identified pain points allowed the operational team to refine processes and refine scripts based on real-time customer data, leading to a significant reduction in compliance risks and improved first-call resolution.
The Big Picture: Lessons Learned & Key Takeaways
The case studies prove that the move to 100% monitoring is not just an incremental improvement—it is a foundational shift in how quality is managed, providing three major long-term benefits for contact centres.
The Power of Consistency
The most immediate lesson learned is the need for consistency. When human scoring variance is eliminated, true quality emerges. Objective scoring removes bias and ensures that every agent, regardless of tenure or team, is measured by the same consistent, data-backed standard. This fair, repeatable process builds trust with agents and provides management with reliable metrics that are necessary for strategic decisions. The revealed 16-17% scoring gap between human and AI reviewers in the Sales vertical alone demonstrates how pervasive and costly human subjectivity can be.
Actionable Coaching: From “Bad” to “Specific”
Vela transforms the coaching conversation. The AI doesn’t just flag “bad” calls; it identifies specific, granular skill gaps and coaching opportunities for every agent. For example, in the Collections vertical, the AI could flag “Closure” as a strength for one agent, meaning they excel at securing a final promise, but a weakness for another, who struggles with the final summary. This level of detail allows managers to move past vague feedback and deliver targeted coaching that directly impacts performance metrics, accelerating agent growth and reducing the time-to-competency.
Scalability and Future-Proofing
Vela is built for the complexity and growth of modern enterprises. The system’s ability to monitor 100% of interactions means it is ready for full-scale deployment across multiple departments, geographies, and regulatory frameworks without the need for additional QA personnel. Furthermore, Vela is designed to support the global contact centre, already capable of multilingual analysis, future-proofing your investment and ensuring quality consistency whether your agents are handling calls in English, Spanish, or other languages.
Turning Every Interaction Into Insight
The era of manual, subjective, and incomplete Quality Assurance is over. The fact that traditional QA only touches 3-5% of customer interactions is not just a missed opportunity—it is a significant operational and compliance risk.
Vela provides the necessary visibility and data integrity to fundamentally move contact centres from reactive, compliance-focused QA to proactive, performance-driven operations. By monitoring 100% of calls, delivering objective scoring, and providing granular, actionable insights across compliance, sentiment, and efficiency, Vela is the essential tool for centers looking to scale quality and boost profitability.
Are you ready to stop guessing about 95% of your customer interactions?
Don’t let the vast majority of your customer conversations remain a mystery. Unlock the full potential of your agents and processes today. Get in Touch with us!
