We set up a cloud call center, record and transcribe calls, and turn each one into a quality score, sentiment and a CRM summary.
Call centers talk for hours every day, yet only a sliver of those conversations is ever heard back. The QA team scores a handful of random recordings, and managers learn why customers call from corridor chatter rather than reports. In our call center and speech analytics work we set up the phone system, call queues and recording, then transcribe every conversation into data you can measure and search.
We do this on the call center and voice analysis module of Rocketly CRM, a platform we built and run ourselves, or by connecting to the phone system you already have. Across twenty-plus years in media and sales we managed teams that sold and served customers by phone, so we measure what helps agent coaching and management decisions, not what merely looks good in a report.
- 01Call centers whose QA team can only listen to a small fraction of recordings.
- 02Telesales teams that want to know which conversations turn into sales, and why.
- 03Businesses moving from desk phones and an ageing on-site PBX to a cloud phone system.
- 04Sectors where recording and disclosures are critical, such as insurance, healthcare, finance and energy.
- 05Managers who want to spot early why customers call and where complaints are rising.
- 06Companies bringing remote or multi-site agents onto a single phone system.
What is a cloud phone system, and how is call center software set up?
A cloud phone system runs your telephony over the internet instead of on hardware in the office. Agents make and take calls from software on their computer or a mobile app, while numbers, extensions and queues are managed from one dashboard. Adding an agent means creating a user, not running cables, and people working from home or another city become part of the same system. We can connect to platforms built on providers such as Alotech, Bulutfon, Netgsm or Twilio and on standard VoIP, and in most cases you keep your existing numbers.
The real job of call center software, though, is getting each call to the right person. A greeting and an IVR menu sort callers by topic, and calls are routed by language, topic or customer type to the right queue, then to an agent with the right skills. When the wait gets long, callers can request a callback, and missed calls drop into an automatic callback list. Bringing phone into one inbox with written channels is the job of our omnichannel service; here the focus is the voice conversation itself: its infrastructure, its flow and its quality.
What is speech analytics, and what can call recordings tell you?
Speech analytics means transcribing recorded calls automatically and then analysing the text. With speech-to-text, every call becomes readable and searchable, with agent and customer speech separated. Finding every conversation that mentions “refund”, “cancel” or a competitor’s name takes seconds. On Turkish calls, transcription quality depends on audio quality, accents and industry vocabulary, so during setup we teach the system your product names and terms and check the output against sample recordings.
Once there’s text, the AI layer we build into the system takes over. For each call it extracts the reason for calling, the customer’s sentiment and how it shifted, silence and talk-over ratios, and whether the agent said the mandatory phrases. A short summary, any promises made and the next step are written automatically to the customer record in Rocketly CRM. Agents stop losing time on after-call notes, and whoever calls the customer next doesn’t have to ask the whole story again.
How do you record calls in line with KVKK and GDPR?
Call recording is one of the most sensitive forms of personal data processing. Under KVKK, Türkiye’s data protection law, callers must be told that the call is recorded, why, and what rights they have. We usually handle this with a short recording notice at the start of the call and a pointer to the privacy notice, and we add the same disclosure to outbound calls. If recordings are also used for purposes such as speech analytics, the privacy notice must say so clearly, and we recommend finalising its wording with your legal adviser.
On the technical side, where recordings and transcripts are stored, who can listen to them and how long they are kept are all part of the setup. We define role-based access, log every playback and download, and delete recordings automatically once their retention period ends. Where callers read out sensitive details such as card numbers, we set rules to pause recording or mask the text. For clients in the UK we align the same design with GDPR requirements.
How to measure call center quality, and the mistakes to avoid
Call center quality isn’t one number. On the operations side it’s answer rate, average wait time, abandoned-call rate and first-call resolution; on the conversation side it’s adherence to greeting and verification steps, how customer sentiment ends up by the close of the call, silence time and repeat calls on the same issue. The value of automated quality scoring is that it measures all calls instead of a few samples, so the QA team can focus on calls flagged as low-scoring or risky.
The mistakes we see most often: tying automated scores to agent bonuses before they’re calibrated, turning the QA scorecard into a checklist too long for anyone to follow, using analytics purely as a disciplinary tool, and forgetting the recording notice. In the first weeks we compare automated scores with your QA specialists’ reviews, fix rules that disagree and build reports around coaching: strong example calls, development areas and a weekly trend for each agent. Depending on scope, most setups go live within a few weeks.
- 01Cloud PBX setup or integration with your existing phone system
- 02Call queues, IVR menus and routing rules
- 03KVKK-compliant call recording and recording notices
- 04Speech-to-text transcription and a searchable call archive
- 05Sentiment analysis and automated quality scoring
- 06Call summaries written to the customer record in your CRM
The module is part of our own product
Call center and voice analysis is a module of Rocketly CRM, which we built and run ourselves. When transcription, scoring or summaries need adapting, we change the product itself instead of waiting on another company’s roadmap.
Keep the phone system you have
We can set up a new cloud phone system from scratch, or connect to the one you already run on infrastructure such as Alotech, Bulutfon, Netgsm or Twilio. Your numbers and your agents’ habits stay where they are.
Coaching, not policing
We set up speech analytics to develop agents, not to catch them out. Drawing on years of running sales teams, we base reports on concrete examples and development areas a manager can use in weekly one-to-ones.
Compliance built in from the start
Recording notices, privacy disclosures, access rights, masking and retention periods aren’t settings bolted on later; they are the first items in the design. We build KVKK and GDPR requirements into the call flow itself.
Call flow audit
We measure your current phone system, numbers, hourly call volume, missed calls and wait times, and work out the most common reasons customers call.
Phone system and queue design
We pin down the IVR menu, queues, skills-based routing, out-of-hours flow, recording notices and retention periods in a written design.
Setup and speech analytics
We set up or connect the phone system, feed recordings into transcription, turn your QA scorecard into automated scoring rules and test everything on real calls.
Calibration and coaching
In the first weeks we compare automated scores with your QA specialists’ reviews, calibrate the rules and set up weekly reports built for agent coaching.
There’s no fixed package price for call center and speech analytics work; every proposal is scoped to the job. It depends on agent count and shifts, whether we set up a new cloud phone system or connect to your existing one, how complex the IVR and queues are, the volume of calls to transcribe, the scope of your QA scorecard and scoring rules, and CRM integration. Line and call charges come separately from your telecom provider; our written proposal lists them, implementation and the Rocketly subscription as separate items.
Let’s talk about this
A traditional PBX is hardware sitting in the office; adding extensions, moving premises or working from home all take technical work. A cloud PBX runs over the internet, agents connect through a computer or mobile app, and everything is configured from one dashboard. Recording, queues, reporting and CRM integration are far easier to set up as well.
In most cases, yes. Landline and special-service numbers can be ported to the new infrastructure, and we plan the switchover so calls keep flowing throughout. If you’d rather keep your current phone system, we can leave the numbers untouched and integrate only recording and analytics.
Under KVKK explicit consent isn’t always required, but callers must always be informed that the call is recorded, why and what their rights are. That’s why we add a short recording notice and a privacy notice at the start of calls. If recordings are also used for analysis, we recommend confirming the legal basis with your adviser.
Accuracy depends largely on audio quality, line type, accents and industry vocabulary. On clearly recorded calls the text comes out comfortably good enough for analysis. During setup we teach the system your product and brand names, check results on sample recordings and base quality scoring on the conversation as a whole rather than on individual words.
Call reasons and topic mix, customer sentiment and how it changes during the call, talk and silence ratios, talk-over, adherence to mandatory phrases, mentions of keywords such as competitors or cancellation, and repeat-call trends. We track these by agent, team and topic, and report them alongside operational metrics.
No, it changes where the QA team looks. The system scores every call and surfaces the risky or low-scoring ones, so specialists spend their time on those calls and on coaching instead of listening to random recordings. In the first weeks we calibrate automated scores against your specialists’ own reviews.
IVR greets callers with a voice menu and sends them to the right department by keypad or speech. We keep the menu short and clear, with the most common call reasons first. Calls are then distributed to queues by topic, language and customer type, and within each queue to agents by skill or rotation.
Shortly after a call ends, the recording is transcribed and the AI layer inside the system produces a brief summary covering the call reason, customer sentiment, promises made and the next step. The summary is written to the customer record matching the caller’s number, and a follow-up task can be opened automatically. Agents can edit the summary if needed.
Yes. With a cloud phone system, agents join the same queues from anywhere with an internet connection, using desktop software or a mobile app. Calls still go out from the company number, and recording and analytics work exactly as they do for office agents. Supervisors can see on a live dashboard who is on which call.
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