01
Performance Swung Wildly and Nobody Knew Why
The same campaign, the same offer, and one agent closed while another did not. There was no way to see what separated them.
The cost · a whole team coached on guesswork
Client
Response BPO
Scale per campaign
1 to 10 Agents · 50 to 100 Calls Each
What we built
AI-Driven Call Analysis and Script Generation Tool
Status
Shipped and Handed Off
Case Study · Sales and Support Call Performance
Your Best Agent Already Knows the Script. Now Everyone Has It.
Kodexo Labs built Response BPO a cloud platform that writes out every recorded call, finds the phrases and the tone the top agents keep winning with, turns those into a campaign script the whole team can use, and lays any struggling agent against that benchmark for coaching.
30%
Better agent performance across the campaign
40%
Less manager time spent coaching
20%
More calls resolved on the first contact
The script it wrote
01 · Overview
One Place to Turn Old Calls Into Better Ones
A manager sets up a campaign, picks the agents who are doing well, and uploads their recent calls. The platform writes out every conversation, reads them side by side, and pulls out the phrases and the openings that keep landing.
From there it does two things. It writes a script the whole campaign can use, and it takes one struggling agent's calls and shows exactly where they drift away from what works. It runs in the cloud, and it was built to be sold on to other call centers later.
5 to 8 agents per campaign300 to 400 calls analyzedShipped and handed off
02 · The Problem
Two Agents, the Same Pitch, Very Different Results
Nobody could say what the good ones were doing differently, so nobody could teach it. The specification names four problems, all of them expensive.
02
Coaching Meant Listening to Hundreds of Calls by Hand
A manager sat with a headset and a notepad, one call at a time. It took days, it covered a fraction of the calls, and it could not keep up with the team.
The cost · days of manager time, a fraction of the calls
03
A Top Performer's Method Left When They Did
What the best agent said and how they handled pushback stayed in their head. Nothing turned it into a script the next hire could pick up.
The cost · every new hire started from zero
04
Managers Could Review the Words, Never the Delivery
Tone carries a call as much as wording does, and there was no record of it. Coaching stopped at what was said.
The cost · half the conversation went unreviewed
01
Performance Swung Wildly and Nobody Knew Why
The same campaign, the same offer, and one agent closed while another did not. There was no way to see what separated them.
The cost · a whole team coached on guesswork
02
Coaching Meant Listening to Hundreds of Calls by Hand
A manager sat with a headset and a notepad, one call at a time. It took days, it covered a fraction of the calls, and it could not keep up with the team.
The cost · days of manager time, a fraction of the calls
03
A Top Performer's Method Left When They Did
What the best agent said and how they handled pushback stayed in their head. Nothing turned it into a script the next hire could pick up.
The cost · every new hire started from zero
04
Managers Could Review the Words, Never the Delivery
Tone carries a call as much as wording does, and there was no record of it. Coaching stopped at what was said.
The cost · half the conversation went unreviewed
03 · How It Works
From a Folder of Recordings to a Script and a Coaching Plan
One pipeline runs on the top performers to build the benchmark. A second track runs any single struggling agent against it.
MP3, WAV, M4A · Up to 500 MB · 128 kbps minimum
Track A · Build the Benchmark
STEP 01
Set Up the Campaign
A name, a description, and the team on it. Missing fields block the next step.
STEP 02
Upload the Best Agents' Calls
One to ten agents, about 50 calls each, so there is enough to learn from.
STEP 03
Write Out Every Call
Speech becomes text, accents and all, and that text feeds everything after it.
STEP 04
Find What Keeps Working
Repeated phrases, openings, and answers to objections, saved as the benchmark.
STEP 01
Set Up the Campaign
A name, a description, and the team on it. Missing fields block the next step.
STEP 02
Upload the Best Agents' Calls
One to ten agents, about 50 calls each, so there is enough to learn from.
STEP 03
Write Out Every Call
Speech becomes text, accents and all, and that text feeds everything after it.
STEP 04
Find What Keeps Working
Repeated phrases, openings, and answers to objections, saved as the benchmark.
Output
A Script for the Campaign
The winning patterns written up as one script agents can read on screen, save, or download. If it fails, the system offers a retry, and if there is not enough to go on, it asks for more calls.
Output
A Tone Profile per Call
Positive, neutral, or negative, moment by moment, with the points where tone appears to swing the outcome. Coaching finally covers delivery, not only wording.
Track B · Coach One Agent Against It
Pick one agent who is behind
Upload their calls
Compare against the benchmark
Get a gap report with what to fix
Pick one agent who is behind
Upload their calls
Compare against the benchmark
Get a gap report with what to fix
If a comparison has no benchmark to sit against, or the audio is too poor to read, the system says so and points to what is missing instead of returning an empty report.
04 · The Solution
Six Screens, One Simple Job
Each screen does one thing. Together they take a folder of old recordings and hand back a script the team can use tomorrow.
01
Dashboard
See Where Everything Stands
You log in and see what is happening: the campaigns running now, the scripts made recently, and the reports waiting to be read.
Running campaigns, new scripts, and new reports, all on one page
A button next to each one so you can act without hunting for it
02
Campaign Workspace
Set Up a Campaign and Its Team
A campaign is set up once, with a name, a short description, and the people on it. After that, everything about that campaign lives in one place.
Your best agents and the ones who are behind, side by side
Make a script or run a comparison without leaving the page
03
Call Library
Add the Calls, It Reads Them for You
You upload each agent's recordings and the system keeps them together under that agent's name, ready to be read.
Ordinary call recordings, up to 500 MB each
50 to 100 calls each, from up to ten of your best agents
04
Script Generation
Turn Good Calls Into One Script
The system reads across your best agents' conversations, picks out the phrases and the ways of putting things that keep coming up in the ones that go well, and writes them into one script for the campaign.
Read it on screen, save it, or download it for the floor
It also shows what it spotted, so you can see where the script came from
05
Transcription and Tone
Every Word, and How It Sounded
Each recording is turned into text, then that text is read for how the call felt. Those two things are what the rest of the system works from.
A full written record of the call, line by line
Whether the agent and the customer sounded positive, flat, or unhappy, and when that mattered
06
Coaching Reports
Show One Agent What to Change
Choose one agent who is struggling, add their calls, and the system puts them next to your best agents to show where they go off track.
Where their words, tone, and pacing differ from your best agents
What your best agents said at the same point in the call
01
Dashboard
See Where Everything Stands
You log in and see what is happening: the campaigns running now, the scripts made recently, and the reports waiting to be read.
Running campaigns, new scripts, and new reports, all on one page
A button next to each one so you can act without hunting for it
02
Campaign Workspace
Set Up a Campaign and Its Team
A campaign is set up once, with a name, a short description, and the people on it. After that, everything about that campaign lives in one place.
Your best agents and the ones who are behind, side by side
Make a script or run a comparison without leaving the page
03
Call Library
Add the Calls, It Reads Them for You
You upload each agent's recordings and the system keeps them together under that agent's name, ready to be read.
Ordinary call recordings, up to 500 MB each
50 to 100 calls each, from up to ten of your best agents
04
Script Generation
Turn Good Calls Into One Script
The system reads across your best agents' conversations, picks out the phrases and the ways of putting things that keep coming up in the ones that go well, and writes them into one script for the campaign.
Read it on screen, save it, or download it for the floor
It also shows what it spotted, so you can see where the script came from
05
Transcription and Tone
Every Word, and How It Sounded
Each recording is turned into text, then that text is read for how the call felt. Those two things are what the rest of the system works from.
A full written record of the call, line by line
Whether the agent and the customer sounded positive, flat, or unhappy, and when that mattered
06
Coaching Reports
Show One Agent What to Change
Choose one agent who is struggling, add their calls, and the system puts them next to your best agents to show where they go off track.
Where their words, tone, and pacing differ from your best agents
What your best agents said at the same point in the call
05 · Outcomes
Better Calls, Fewer Coaching Hours
The first three figures were confirmed by the project manager on this engagement. The rest are modelled from those results and the specified feature set.
+30%
agent performance across the campaign
−40%
time managers spend coaching
+20%
calls resolved on the first contact
20 hrs
back per campaign cycle that used to go on listening to calls
25%
faster to full competency with a proven script on day one
$200
saved per agent per month in manager time
1,500
calls a month it can process before more engineering is needed
75%
of agents actually use the script generated for them
10%
fewer customers calling back about the same thing
Swipe →
FAQ
What Call Center Owners Ask First
The questions that come up in almost every conversation about analyzing calls at scale.
How Many Calls Does It Need Before the Script Is Any Good?
The specification sets 50 to 100 calls each, from up to ten of your best agents. If there is not enough repetition in what was uploaded, the system says so and asks for more calls rather than inventing a pattern.
Which Audio Files Can We Upload?
MP3, WAV, and M4A, up to 500 MB per file, at 128 kbps or better. Anything outside that is refused on upload, and audio too poor to read cleanly triggers a prompt to re-upload.
Does It Handle Accents?
Transcription was specified to hold up across the range of accents and dialects that turn up on sales and support calls, because everything downstream reads the transcript rather than the audio.
How Is Tone Judged?
The system reads the transcript for emotional cues and returns a positive, neutral, or negative read for the call, along with the moments where tone looks likely to have moved the outcome. It is a coaching aid for a manager, not a score to sanction anyone with.
Can We Compare a Whole Team at Once?
Comparison runs one agent at a time against the top performer benchmark, which is what keeps the coaching notes specific to that person. The benchmark itself can be built from several top agents together.
How Do Managers Sign In?
There is no password to share around the floor. A manager enters their work email and the system sends them a single-use sign-in link, which is what the specification calls for.
Would This Work for a Different Campaign or Another Call Center?
Each campaign builds its own benchmark and its own script, so a new offer starts fresh instead of inheriting the last one. The platform was built for internal campaigns first and designed so it can be extended to other call centers.
Sitting on Thousands of Calls Nobody Has Time to Listen To?
Twenty minutes with the team that shipped this. Bring how you coach today, and leave with a straight answer on what it would take.
51
Products Shipped
Across 25+ industries
94%
Client Retention
Across every engagement
Top
Rated on Clutch
Elite AI Firm designation
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