Marsel TsepodaySpeech analytics pilot: how to know in 2 weeks whether rollout will pay off
You do not need to adopt speech analytics on faith. A pilot on real calls shows within two weeks whether the system will pay off — before any integration or long contracts.
How the pilot works
We take 500–1,000 recordings from the last month, transcribe them and tag them by your categories: rejection reasons, script compliance, upsells, tone. No integration — an export of recordings from your telephony is enough.
Which metrics to count
Share of rejections with controllable causes. Percentage of calls where an upsell was offered. Divergence between AI and supervisor scores on a control sample — it should stay under 10%. And the key one — a forecast: how many orders fixing the top-3 rejection causes would return.
The success criterion
If fixing the top-3 controllable causes yields +5% conversion and covers the system cost within 3–4 months — we roll out. If not, you have spent two weeks and received an honest answer instead of a year-long contract.
A common mistake
Running the pilot on "convenient" calls: short, recent, from the best agents. Take a random sample across a full month, including peak days and rookies — otherwise the pilot shows not your call center but its ceremonial portrait.
Key takeaways
- →The pilot needs no integration — just call recordings
- →A random sample across a full month, 500–1,000 calls
- →Check AI scores against a supervisor on a control sample
- →The rollout decision follows the returned-orders forecast