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For Regulated Call Centers

Behavioral Risk Intelligence for High-Consequence Conversations 

The Problem

Regulated call centers in finance, insurance, and sales operate under constant pressure 

  • Mandatory compliance 

  • Escalation and complaint risk 

  • Fraud exposure 

  • Agent burnout 

  • Inconsistent QA outcomes 

This results in missed risk, delayed intervention, and defensibility gaps — often discovered only after complaints, losses, or regulatory scrutiny. 

Most organizations still rely on 

  • Manual post-call QA questionnaires 

  • Small call samples (2–5%) 

  • Subjective scoring 

  • Keyword or sentiment tools 

The Solution

Consa is a behavioral risk intelligence platform that analyzes how people speak — not what they say — across 100% of calls. 

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Using advanced voice analytics, Consa detects

  • Rising emotional stress 

  • Loss of emotional regulation 

  • Cognitive overload and fatigue 

  • Escalation likelihood 

  • Behavioral instability 

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This enables teams to identify risk and outcome reliability early, before problems surface in metrics, complaints, or audits. 

The QA Wedge: Replacing Post-Call Forms 

Consa replaces manual post-call QA questionnaires with automated, objective behavioral scoring. 

  • No agent surveys 

  • No additional QA forms 

  • No workflow disruption 

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QA teams stop reviewing random calls and start reviewing the calls that actually matter. 

How it Works

*Using existing call recordings or live streams

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After each call, Consa automatically produces

  • Behavioral risk scores 

  • Emotional and engagement trajectories 

  • Escalation and instability flags 

  • Longitudinal trends by agent, team, or caller 

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This provides 100% call coverage, not sampling. 

Behavioral Scoring for Quality Assurance 

For finance, insurance, and regulated sales environments, Consa provides objective scoring aligned to QA and compliance needs, including

  • Engagement and attentiveness 

  • Openness vs resistance to resolution 

  • Emotional volatility and escalation risk 

  • Consistency and reliability of stated intent 

  • Indicators of misunderstanding, pressure, or coercion 

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These signals improve QA consistency and reduce reliance on subjective judgment. 

Structured Intelligence & Custom Frameworks 

​Consa includes a configurable intelligence layer powered by large language models to

  • Generate structured call summaries aligned to your QA or compliance rubric 

  • Extract action items, compliance gaps, and follow-up triggers 

  • Produce defensible audit records 

  • Adapt outputs to your terminology, policies, and scoring models 

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Transcription is optional and used only as an input to generate structured intelligence — not as the end product. 

Where Consa Fits Best 

  • Financial services & insurance 

  • Debt collection and disputes 

  • Fraud and complaints handling 

  • Whistleblower and ethics hotlines 

  • Regulated sales environments 

Why Consa Is Different 

​Most tools focus on 

  • Transcription 

  • Sentiment 

  • Keywords 

  • LLM summaries 

Consa focuses on 

  • Vocal physiology 

  • Behavioral signals 

  • Stress and regulation dynamics 

  • Outcome-relevant risk indicators 

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The approach is language-agnostic, culture-agnostic, and resistant to scripting or manipulation. 

Impact

Organizations using Consa achieve 

  • 60–80% reduction in after-call QA effort 

  • 100% call coverage 

  • Earlier detection of escalation and fraud risk 

  • More consistent, defensible compliance scoring 

  • Reduced agent frustration and burnout 

What Consa Is Not 

  • Not agent surveillance 

  • Not a replacement for QA teams 

  • Not a rip-and-replace platform 

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Consa removes administrative burden and sharpens human review. 

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