Sample-based QA
A few calls shape the picture
Only a small sample of calls is reviewed
Recurring problems can stay hidden
Feedback depends on which calls were selected
AI Quality Assurance
Every call reviewed. Every standard measured.
Customer Direct analyzes every call against the standards you approve. That complete view helps us catch issues faster, coach with evidence, and maintain consistent quality across your operation.
100% call coverage
Measured against your approved scorecard
Trends, evidence, and coaching priorities
Weekly Quality Snapshot
Overall Quality Score
92%
+3 ptsCoaching Opportunities
42 (3.4%)
Coverage
100%
Scorecard performance
Brand voice
95%
Required process
91%
Service outcomes
89%
Critical requirements
99.4%
Auto-QA
Spot checks leave too much unseen
Traditional QA reviews a small sample of calls. Customer Direct analyzes every call, giving our team a complete view of how your customers are being served.
Customer Direct QA
Every call completes the picture
Every call is analyzed against the approved scorecard
Quality gaps and recurring patterns surface sooner
Coaching is based on evidence across the operation
Every call measured the way you define quality
During onboarding, we turn your expectations into clear evaluation criteria. Every call is then analyzed against the same approved standards.
Brand voice
Tone, terminology, greetings, and communication style.
Required process
Verification, documentation, handoffs, and next steps.
Service outcomes
Resolution, accuracy, customer understanding, and follow-through.
Critical requirements
Required language, escalation rules, and behaviors that cannot be missed.
Complete visibility
See the patterns a small sample would miss
Complete coverage makes isolated issues and recurring patterns easier to separate, investigate, and address.
Quality overview
All teamsLast 30 days
Calls analyzed
1,248
Every connected call
Coverage
100%
1,248 of 1,248 calls
Average quality
92%
+3 pts vs. prior period
Critical misses
7
0.6% of analyzed calls
Quality score trend
W1
W2
W3
W4
W5
W6
W7
W8
Needs attention
Recurring quality signals
Resolution and next steps
42 calls
Required verification
11 calls
Escalation process
7 calls
Selected coaching priority
Resolution and next steps
42 supporting calls identified across the complete call set.
Evidence readyCoaching assigned
Recurring service gaps
Find behaviors and process failures appearing across multiple calls.
Critical misses
Surface required steps, incorrect information, and missed escalations.
Coaching opportunities
Identify exactly where specialists need support and show the evidence behind it.
Performance trends
See how quality changes across teams, programs, and time periods.
Visibility
Know what happened and what we are doing about it
Customer Direct turns complete quality coverage into focused coaching, process corrections, and ongoing measurement.
Quality performance across every call
Evidence behind individual scores
Critical misses requiring attention
Trends by team, program, and time period
Coaching priorities and follow-through
Progress against agreed quality goals
Need the same visibility across your existing team?
Happitu access is also available for calls handled by your internal operation or another service provider.
Unlimited seats
No setup fees
See what complete quality coverage could reveal
Tell us how your calls should be handled. We will show you how Customer Direct can measure every call against those expectations.
AI quality assurance questions, answered.
What teams should know about complete call coverage, custom standards, reporting, data protection, and platform access.
How does quality assurance work in a Customer Direct program?
Customer Direct turns your approved service standards into a clear scorecard. Happitu analyzes calls against those criteria, and Customer Direct uses the results to identify gaps, guide coaching, and measure improvement across the program.
Does Customer Direct analyze every call?
Yes. Customer Direct analyzes every call received through the approved and connected sources in your program rather than relying on a small sample. Recording, channel, and data requirements are confirmed before launch so the monitoring scope is clear.
Can we keep our existing QA scorecard?
Yes. Customer Direct can bring your current standards, rating scales, weights, and critical requirements into the program. We review and calibrate the criteria during onboarding so every call is measured consistently.
What can be measured on each call?
Scorecards can measure brand language, verification steps, required questions, documentation, resolution, next steps, escalation rules, and other clear behaviors that matter to your operation.
How does Customer Direct use the findings?
Customer Direct uses call-level evidence and broader performance patterns to focus coaching, correct process gaps, investigate critical misses, and track whether quality improves over time.
What quality information can our team see?
Your team can review quality scores, supporting interaction evidence, critical misses, performance trends, coaching priorities, and progress against agreed goals. Reporting requirements and access are defined for each program.
How is call data protected?
Happitu is SOC 2 Type II certified and provides security documentation through its trust center. Access, retention, recording, redaction, and data-handling requirements are defined for each Customer Direct program.
Can we use Happitu with an internal team or another provider?
Yes. Happitu platform access through Customer Direct starts at $250 per month plus usage. The cost of a managed Customer Direct service program is scoped separately around your staffing, workflows, systems, coverage, and service requirements.