SOP Queue Audits
Audit 100% of Calls, Not 2%
Attach a standard operating procedure to each queue and AutoCall checks every call against it automatically. No sampling, no spreadsheets, no waiting until the end of the month.
SOP Auditing That Runs on Every Call
SOPs Attached to Queues
Each queue carries its own SOP, so a collections call is judged against collections rules and a support call against support rules. Update the SOP and the next call is audited against the new version.
Full Coverage by Default
Manual QA reaches a handful of calls per agent per month. AutoCall audits every completed call in the queue, which means outliers surface as they happen rather than after a customer complains.
Step-by-Step Results
Results break down by SOP step: greeting, identity verification, required disclosures, resolution, and wrap-up. A failed audit points at the exact moment it went wrong instead of giving you a single overall score.
Evidence You Can Play Back
Every result links to the transcript and the recording at the relevant timestamp. Coaching conversations start from what was actually said, not from a reviewer's recollection.
Why Automated SOP Auditing Changes QA
Compliance You Can Evidence
Required disclosures and verification steps are checked on every call, with a transcript-backed record if a regulator or client ever asks.
Problems Caught in Days, Not Quarters
A script that stops working or an agent who drifts off-process shows up in the audit trend immediately.
QA Time Spent on Judgement
Reviewers stop hunting for calls to score and spend their time on the exceptions the audit has already flagged.
Consistent Standards Across Teams
The same SOP is applied identically to every agent, every shift, and every site, with no reviewer-to-reviewer variance.
Explore Other Analytics Features
SOP audits are one part of how AutoCall turns raw conversations into something you can act on.
Build your own scoring criteria and let AI apply them consistently.
Track how callers actually feel and which phrases keep coming up.
Dashboards that show who is improving, who is stuck, and why.
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