Call Centre Quality Assurance You Can Measure in Real Time
AI-powered QA that scores every interaction in real time, no manual sampling, no backlog.
Every conversation. Every channel. Every time.
Quality Assurance That Never Pauses
LYRIQ replaces manual QA with continuous, automated scoring across every conversation. It evaluates accuracy, sentiment, tone, and compliance in real time, no random sampling, no backlog. Supervisors get instant visibility into performance so they can act faster and improve quality at scale.
Explore LYRIQ 5 Flywheel
Automated Insight for Every Channel
LYRIQ evaluates conversations across chat, voice, email, and social, delivering consistent quality metrics regardless of the channel. Each interaction is scored against customizable criteria.
Real-Time Scoring
Every conversation is evaluated instantly for tone, accuracy, and quality.
Sentiment Detection
Detects emotion and context to understand customer satisfaction.
Compliance Tracking
Flags policy breaches and escalates issues automatically.
Custom Scoring Models
KPIs and scoring rules tailored to your brand and operations.
Trend Analytics
Identifies patterns and recurring issues to guide improvement.
See Performance as It Happens
Live monitoring surfaces active conversations and their quality scores in real time. Supervisors can track sentiment shifts, resolution rates, and compliance status without waiting for end-of-day reports.
Instant Alerts. Smarter Decisions.
LYRIQ flags non-compliant or risky interactions the moment they occur. Teams get immediate visibility so they can intervene before issues escalate.
Frustrated
Urgent attention
Neutral
Standard response
Satisfied
Positive engagement
Turning Analytics Into Action
Every QA insight becomes an opportunity to improve. Supervisors can review conversations, tag examples, and deliver feedback directly through the LYRIQ dashboard. This creates a continuous loop that strengthens both AI and human performance.
Insight
Identify patterns and improvement opportunities from QA data
Pattern detected:
"Empathy score low in escalation calls"
Action
Deliver targeted coaching and track improvement
Coaching note sent:
"Review empathy phrases for difficult calls"
This process creates a feedback loop that improves both AI and human performance.
Measure What Matters Most
Quality needs differ by industry, role, and customer expectation. LYRIQ lets teams define their own scoring categories, weightings, and benchmarks, so evaluations always match the outcomes that matter most.
QA With Governance Built In
Every interaction is stored securely with a full audit trail. See the standing compliance line on Trust & Compliance for the exact language used sitewide.
Every interaction logged with full audit trails.
Exportable QA and compliance reports instantly.
Full audit trail on every scored interaction.
A single interface for oversight and control.
Reliability You Can Measure
LYRIQ tracks every interaction in real time. Teams can monitor uptime, volume, automation accuracy, and escalation patterns from a single dashboard. Performance stays transparent and predictable across all regions.
Frequently Asked Questions
Buying quality rather than running it? Call centre outsourcing in Australia compares offshore, onshore and hybrid models, and sets out what to verify about a provider’s QA method before you sign — starting with whether they score every interaction or a sample of them.
Quality That Keeps Advancing
Every conversation scored by LYRIQ feeds the Flywheel. Scoring models, sentiment detection, and compliance checks improve automatically. QA becomes a continuous loop of learning, not a quarterly task.