Call quality
An answering service is as good as it was on the day it was set up. A Talkgate agent is marked on every call against the business's own definition of a good one, and once a week the platform reads the calls that missed, works out what the agent could have said, and proposes one change. Nothing is altered behind the client's back, and no caller is ever quoted.
What the platform does
Two things in one feature: a mark on every call against the business's own standard, and a weekly review that turns the misses into one tested change.
Against the business's own definition of a good call: three plain-English questions by default, which the business can rewrite. The dashboard shows which calls passed and which did not, so the standard is the client's, not the platform's.
Once a week the platform listens back over the calls that missed and proposes one change, not a list of twenty. One change can be read, judged and approved in a minute, which is why it gets done.
The proposed change is tried against the calls that went badly before it is sent. What arrives is a change that would have helped on those calls, not a guess about what might.
What the agent could have said. The proposal arrives by email with an Approve button, and nothing changes until somebody presses it. The default for a client who wants to see every change first.
A change to the agent's own instructions. Where the change is a safe wording change, the platform applies it itself. For a client who would rather the agent simply got better than approve every line.
A note describes the gap, not the person. A caller's name, number or words are never repeated in a note, an email or a proposal, so the review can be read by anyone the business chooses.
How it goes for the business
What the business gets
The client's standard, applied to every call, and one tested proposal a week to act on or ignore.
Sold through partners
Most of the value in a managed service is that it is managed. The weekly review is that, for the agent: the client's own standard applied to every call, and one tested improvement a week with nobody on your team listening back to recordings. Sold through partners: you set the price, Talkgate runs the platform. Decide with each client whether proposals wait for an Approve button or safe changes go straight on, and package the review as part of a managed service or hold it back for the clients who ask. See the partner programme.
Works with
The review reads the platform's own call records. See all integrations.
Next step
A partner briefing shows the good-call marking on the dashboard, a proposal arriving with its Approve button, and a safe wording change going on in Improve. See also call records.