Which Call Keywords Would You Want Your QA Team to Track?

If your QA team could instantly find calls containing specific words or phrases, what would you track first? 👀

For example:

🔴 “Complaint” / “Escalate” → possible customer frustration

💰 “Refund” / “Cancel” → potential retention issue

⚠️ “Problem” / “Not working” → recurring product or service issues

⭐ “Excellent” / “Happy” → conversations worth learning from

The interesting part is that keyword tracking isn’t just about finding bad calls.

It can also help teams discover customer needs, recurring issues, and conversations worth reviewing.

Instead of asking QA teams to search through hundreds of recordings:

Set the keywords → Find relevant calls → Review what matters.

VoIPSetu already supports centralized call recording and quality monitoring, while AI-based transcription and conversation analysis are planned capabilities.