See every conversation
Evaluate every interaction against your own standard, well beyond a QA sample
Contact centers & BPO
Quality on every call
Quality on every call
every shift
Every conversation, human or AI agent, is scored against your own standard instead of a small sample, and each miss becomes targeted practice before the next shift.
What changesWhat great looks like
What great looks like
every time
Built for cX leaders, QA and training managers, and BPOs that sell quality to their clients
Turn each miss into practice
Targeted practice on the exact moment, ready before the next shift
One standard for people and AI agents
Know when an AI agent should hand off, and check that it did
The evidence
The moments that change the conversation
Select a moment to see the exchange, the standard and what Melro found
With Melro
Every conversation, human or AI agent, is scored against your own standard instead of a small sample, and each miss becomes targeted practice before the next shift.
Why it matters
Every interaction is a keep-or-lose moment at huge volume, and AI agents now handle a growing share of them.
By the numbers
- AI agents are taking the routine work: Gartner predicts agentic AI will resolve 80% of common service issues without humans by 2029. Gartner (Mar 2025)
- People still take the hardest calls: Gartner expects 50% of organizations planning big AI-driven service headcount cuts to abandon those plans by 2027. Gartner (Jun 2025)
- QA sees a sliver: in an industry poll, 35% of contact centers evaluated 1% or less of interactions for quality. Call Centre Helper poll (2016)
Fix it before saving it
Customer“You charged me twice this month. I’m done — just cancel my account.”
Agent“That double charge is our mistake — I’ve refunded it now. May I ask what else made you want to leave?”
Your standard
Fix the trigger first, then ask why they’re leaving before any offer — and never block a clear cancellation request.
The evidence Met
Met at 02:38. The agent refunded the duplicate charge before any retention offer, then asked one open question about the reason for leaving.
Hand off when asked
Customer“This is the third time I’m asking. I need to talk to a real person.”
AI agent“I understand! Here are some help articles that might answer your billing question.”
Your standard
Hand off on the first clear request for a human, with a summary so the customer never repeats themselves.
The evidence Missed
Missed at 04:51. On the third request for a person, the AI agent sent help articles. No handoff, no summary for the next agent.
Name the impact first
Customer (practice counterpart)“Your technician never showed. I took a day off work for this!”
New agent“I apologize for the inconvenience. The next available appointment is Thursday, between 8 and 12.”
Your standard
Acknowledge the specific impact in the customer’s own words, then offer the best fix and a concrete commitment.
The evidence Partly
Partly met at 00:47. A new slot was offered, but the apology was generic and the lost day off work was never acknowledged.
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See it with your conversations
15 minutes with our team. Bring one conversation your people have to get right.