Pendengar turns agent call recordings into detailed, accurate QA reports. No more manual listening, one call at a time.
Manual QA takes hours just to review a small fraction of recordings.
Scoring is inconsistent, depending on who happens to be evaluating that day.
Agents don't know where they went wrong or how to improve.
Pendengar solves all of that: automated, consistent, and measurable.
Call recordings are sent to an AI-powered transcription engine. Every word is converted to text accurately, and each speaker (agent and customer) is identified automatically.
The system detects critical moments: opening greetings, identity confirmation, probing questions, objection handling, and closing statements. Everything is mapped to the rubric dimensions.
An AI evaluator scores every rubric dimension, from voice quality and service language to persuasion skill and data accuracy, and produces a full scorecard with supporting quotes.
Results appear on the dashboard as easy-to-read scorecards. Supervisors instantly know which agents need coaching and in which dimension, without listening to a single recording.
Self-introduction, customer identity confirmation, permission to speak, and stating the call purpose are each scored individually.
Background noise, breathing, tempo, volume, articulation, and intonation consistency are all detected throughout the conversation.
Use of positive language, absence of jargon, and avoidance of unprofessional pronouns. All measured objectively.
Ability to deeply explore customer needs, manage objections, offer relevant solutions, and build natural rapport with the customer.
Detection of unusual silences, repeated questions, incorrect responses, and excessive hold times during the call.
Accuracy of product or service information provided, ability to summarize the agreement, and precision of the closing statement for the interaction context.
Not every business is the same. Add, modify, or disable scoring dimensions to fit your team's needs, with no technical configuration required.
Your QA team shouldn't have to listen to hundreds of recordings every week. Pendengar does the heavy lifting, consistently, without bias, without fatigue, so your team can focus on what actually matters: coaching and developing agents.
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