The reality on the floor today
Your QA team samples 2% of calls and calls it coverage. The other 98% are a black box.
A new hire waits three weeks for their first scored call. By then they have eighty more bad habits to unlearn.
When a customer escalates, nobody can find the moment things went sideways without scrubbing the recording for twenty minutes.
What Argus does for agents and team leads
Resolution on the first call, scored
Argus checks whether the agent diagnosed the actual problem, attempted resolution within the call, and escalated only when warranted, on every interaction.
Compliance, not on a sample
Recording disclosure, customer identity verification, brand greeting, all checked on 100% of calls, with the exact timestamp the agent skipped them.
Live alerts while the call is happening
When agent talk time blows past 75% or the customer hasn't spoken in twenty turns, Argus tells the team lead before the call ends.
One finding, pulled from a real report
Agent discussed account balance and recent transactions before verifying caller identity.
“At 01:42 the agent confirms the most recent charge before asking for the security question. Account information was disclosed before verification. This is a hard compliance miss regardless of how the rest of the call went.”