Call recording, transcription and scoring
You hear two or three calls a month.
Your team takes hundreds.
The unreviewed calls are where jobs get won and lost, where the same question gets asked fifty times, and where someone forgets to ask for the booking. We record every call, transcribe it and score it against a checklist you wrote. You get the numbers and the quotes. Nobody has to sit and listen.
Every inbound call, with a disclosure at the start. Stored encrypted, searchable by date, number, person and outcome.
Full text of the call within a few minutes of hangup, with who said what. Search for a word across every call you've ever taken.
Each transcript checked against your list: greeting, offer, required lines, booking ask, outcome. Same yardstick on every call.
Built for businesses that book work over the phone and have more than one person answering it. Home-service companies with a CSR desk and dispatch. Inside sales floors. Dealer BDCs. Enrollment, booking and appointment desks. Franchise locations that need to sound like the brand.
How it works
Your phones, your people, your greeting. The calls just pass through us on the way in.
Either on tracking numbers for your ads, or by forwarding your main number to a number we give you. Your published number doesn't change.
The caller hears a short "this call may be recorded" line, then your phones ring as usual. Caller ID passes through.
The transcript lands a few minutes after the call ends, labeled by who answered and which number the caller dialed.
We turn your script and must-say lines into a checklist. Every call gets read against it, and the results roll up by person, desk and week.
You write the checklist. Every call gets graded on it.
Scoring is only useful if it measures what you care about, so it starts with your list, not ours. Most people begin with five or six items: did we say the company name, did we mention the current offer, did we say the trip fee line, did we ask for the appointment, did they book. We tune it on your first couple hundred real calls, then it runs on its own.
Thanks for calling Northside Comfort, this is Dana0:02
we've got the fall tune-up going for $890:48
I've got Thursday morning or Friday after two3:10
Example only. The company, the person and the call are made up.
The reasons people book, and the reasons they don't, in their words.
The reason a caller didn't book was said out loud, on the phone, and then it evaporated. With every call transcribed, the questions and objections can be counted. After a month you know the top five things callers ask, the top three reasons they don't book, and which of those your team is handling well.
Made-up numbers and quotes to show the layout.
Why the phone matters
Of the words a customer says ever reach a CRM.
More likely to convert: an inbound phone call versus an inbound web lead.
Higher win rates reported by teams that act on what's said in their calls.
Industry research from Gong and Convirza, not Teluminate customer data.
Month one is a snapshot. Month six is a playbook.
The first month tells you what callers ask and why they walk. After that it compounds. The objection list becomes the script for handling objections. The questions list becomes the FAQ on your website, and then those calls stop coming. When you change a price or launch an offer, you see within a week whether callers noticed. The checklist itself changes as you learn what actually predicts a booking, so the score keeps measuring what matters now, not what mattered when you signed up.
| Objection | June | October | What changed |
|---|---|---|---|
| Wanted same-day, none available | 33 | 9 | Added Saturday slots · Aug 4 |
| Do you do weekends? | 21 | 4 | Put hours on the website |
| Price higher than expected | 29 | 27 | Unchanged |
| Getting other quotes | 19 | 22 | Rising |
| Outside service area | 15 | 6 | Fixed the Google map pin |
Made-up numbers to show the layout.
A number for each person on the phones, and the calls behind it.
Each person gets a score on your checklist, a booking rate, and the calls where something was missed, with timestamps. A ten-minute coaching conversation starts from three specific calls instead of the one a manager happened to overhear.
| Person | Checklist | Calls | Asked to book | Booked | Most missed |
|---|---|---|---|---|---|
| Dana | 91% | 164 | 88% | 49% | Trip fee line |
| Marcus | 84% | 141 | 79% | 44% | Current offer |
| Priya | 77% | 98 | 61% | 38% | Asking to book |
| After-hours service | 52% | 67 | 31% | 12% | Asking to book |
Made-up people and numbers. The after-hours row is usually the interesting one.
Recording, consent and who can see what
Recording calls comes with obligations. Here is how they're handled.
- ✓Every call opens with a recording disclosure. That covers the two-party-consent states as well as the one-party ones, so you don't have to think about which is which.
- ✓Recordings and transcripts are encrypted and visible only to your account. We read transcripts while setting up your checklist, and that's it.
- ✓Who sees what is set per login: owners see everything, managers see their desk, individuals see their own calls.
- ✓Retention is set per account. If you need calls deleted after 90 days, or a particular call deleted now, that's a setting and a button.
See your own calls scored before you decide
Tell us roughly how many calls you take and how many people answer them. We'll send a price within a business day, and if you want, we'll score a handful of your existing recordings against a first-draft checklist so you can see what the output looks like on your calls, not ours.
Live in about a day · Published number untouched · Month to month
Want to see a finished one first? Here's a sample analysis.
Book a call
Pick a time that works for you. 15 minutes, by video or phone.
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We'll email you within a business day with a price, and ask whether you'd like a few of your calls scored first. Nothing changes on your end until you say so.
Questions we get
Yes, with notice. Some states need only one side to know, some need both, and a disclosure at the start of the call satisfies both. Every call we handle plays one before your phone rings. If your business or industry has extra rules on top of that, tell us on the estimate call and we'll work through it.
Software, for the day-to-day scoring. People at Teluminate read a sample of transcripts while we're building and tuning your checklist, and after that only if you ask us to look at something. Your team listens to whatever they want to within their own permissions.
Good enough to read and search, not courtroom-perfect. Names, addresses and industry terms are the usual misses, and you can add your own terms so they come through right. Every transcript line links to that spot in the recording, so when a line looks off you can play it.
Some will be wary at first. What tends to turn it around is that the checklist is public, the score is explained line by line, and good calls get flagged as well as bad ones. People are generally fine being measured on things they were told about in advance. They're not fine being judged on one overheard call, which is what happens now.
No. The calls need to pass through us, which can be done by forwarding your main number to one we give you. Tracking numbers are the other way in, and they add the "which ad made the phone ring" piece. That's its own page. Most customers end up using both, but you can start with either.
If your system can forward a number, yes. We sit in front of it, not inside it. RingCentral, 8x8, Dialpad, a landline, a cell phone, an answering service, all the same from our side. Outbound calls your team makes don't pass through us and aren't recorded.
Individual calls are scored from day one. Per-person numbers settle after a hundred or so calls each, which for a busy desk is a couple of weeks. The questions-and-objections summary is useful after the first full month.